Skip to main content

Save or Share this Report

For Customer Experience Professionals

Bridge The Gap From CX Strategy To Digital CX

January 23, 2017

Primary author headshot


Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Done Right, Digital CX Wins Hearts And Minds
  • Apply Three Practices To Overcome The Barriers To Great Digital CX
  • Recommendations

  • How To Get Started With Improving Your Digital CX Execution
  • Supplemental Material
  • Related Research Documents

Recommended Research