Trends Report

Transforming Customer Experience Requires A Service Provider Ecosystem

What To Keep In Mind When Selecting A Provider

March 11th, 2016
Liz Herbert, VP, Principal Analyst
Liz Herbert VP, Principal Analyst
TJ Keitt, null
TJ Keitt
With contributors:
Harley Manning , William Willsea , Kara Hartig

Summary

To lead in customer experience (CX), businesses need to operate in new ways to respond to customers' demands and competitive pressures. New technologies, such as mobile devices and cloud services, can help enable a next-generation customer experience — but technology alone cannot transform customer experience. Businesses need help transforming their strategy, operating model, and technology to thrive. This report lays out the evolving CX service provider landscape and helps CX pros understand how these different providers support CX initiatives.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.