Brief: How The Washington Post Closes The Experience Gaps

November 19th, 2014

Ted Schadler Vice President, Principal Analyst

With contributors:

Stephen Powers , John McCarthy , Steven Kesler

Summary

Improving customer experience is now the No. 1 priority of business executives. And as Forrester's revised Customer Experience Index makes clear, simply meeting needs is not enough to deliver effective, easy, enjoyable customer experiences. Instead, firms must overcome experience gaps in performance, convenience, personalization, and trust. The Washington Post has tackled these issues head-on with a new experience architecture and philosophy. Engineering teams sit in the newsroom. A performance road map begins with a component-based delivery architecture. And customer stories keep everyone on the same page.

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