FOR Customer Experience PROFESSIONALS

The Digital Customer Experience Improvement Playbook For 2016

Improve Your Digital Customer Experience

Faced with an expanding ecosystem of legacy websites, mobile sites, and apps, firms need a plan to help them align their technology investments with their customers' most pressing needs. They can accomplish this by taking a user-centered approach to understanding the needs and behaviors of their omnichannel customers and filling in the experience gaps in a disciplined manner. Customer experience (CX) professionals can use this playbook to help their firms develop a strategy, road map, and practice ... Continue reading the Executive Overview


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Exceed Customer Expectation

Playbook frameworks guide your critical decisions with integrated reports, tools, and objective insight. This Playbook helps you deliver experiences that exceed customer expectation by capitalizing on a range of potential touchpoints. Watch the video.

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Evolve your strategy.

With mobile, social, and other technologies shifting power directly to the consumer, setting a clear strategic course has never been more challenging for customer experience professionals. Learn how Forrester Consulting can help.