Top Ways To Improve Digital Customer Experience

February 5th, 2015

Allegra Burnette

With contributors:

John Dalton , Curt Nichols

Summary

Forrester's 2014 Customer Experience Index reveals a marked shift toward "good" and "excellent" customer experiences, but firms still struggle to identify what digital experience improvements they need to make — and how to make them. This report outlines the tactics that customer experience professionals need to act on to improve digital customer experience across touchpoints like websites, mobile, and apps. This is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.