FOR Customer Experience PROFESSIONALS

The Digital Customer Experience Improvement Playbook


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

PLAYBOOK RESEARCH

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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.