Bridge The Gap From CX Strategy To Digital CX

January 23rd, 2017

Andrew Hogan

With contributors:

David Truog , William Willsea , Rachel Birrell

Summary

Even a well-defined customer experience (CX) strategy is no guarantee that your CX ambitions, digital or otherwise, will ever see the light of day. And translating that CX strategy into digital CX in particular — even though its benefits are clear — is especially tricky because of a unique set of internal challenges. This report identifies those challenges and explains the skills and practices that successful CX pros use to overcome them. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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