Why Read This
Every organization that makes customer experience a top priority needs a strategy for its digital customer interactions that will satisfy customer needs, bolster business objectives, and build the brand. This document outlines the steps customer experience professionals must take to build a road map for improving digital customer experiences. It will help you prioritize the most important investments for making improvements and will help you understand how to plan and coordinate supporting activities. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.