Trends Report

A Rosetta Stone For Translating CX Priorities Into Digital Realities

The Four A's For Ensuring That Customer Experience And Tech Management Teams Speak The Same Language

April 26th, 2016
TJ Keitt, null
TJ Keitt
Michael Facemire, null
Michael Facemire
With contributors:
Harley Manning , William Willsea , Jaclyn Galan , Kara Hartig

Summary

Customer experience (CX) professionals know that their businesses need digital experiences to thrive in the post-PC world. The challenge, though, is turning business demands for capabilities like omnichannel delivery or personalization into project plans that technology management professionals can execute. This report provides a framework — a Rosetta stone — to help CX pros translate their CX needs into a list of priorities and tasks that tech management teams can understand, support, and deliver.

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