FOR Customer Experience PROFESSIONALS

The Digital Customer Experience Improvement Playbook For 2016


Improve Digital Customer Experiences



The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience (CX): It's becoming not only omnichannel but more multisensory and complex to design. To adapt, companies must embrace a design thinking approach focused not on technology but on ease, effectiveness, and emotion. CX pros can use this playbook to help develop strategies and skills that improve experiences ... Continue reading the Executive Overview

PLAYBOOK RESEARCH

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Forrester Playbooks

Playbook frameworks guide your critical decisions with integrated reports, tools, and objective insights. See how Playbooks align to your critical business initiatives, delivering integrated reports, tools, and guidance for your key decisions. 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.