WHY READ THIS PLAYBOOK
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 for improving the success of their digital experiences. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.