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For Customer Experience Professionals

Close The Experience Gaps With The Right Business Technology

Closing The Experience Gaps

December 22, 2014


  • By Megan Burns,
  • John McCarthy,
  • Ted Schadler
  • with Michael E. Gazala,
  • Nate Fleming

Why Read This Report

Companies that want to improve customer experience will increasingly rely on technology to close gaps in performance, convenience, personalization, and trust. Forrester has created a catalog showing which technologies can help close each of these four gaps. This report, originally written for CIOs, includes content relevant to CX professionals. And here's why: We have created a framework to help customer experience (CX) professionals and technology managers align around a common business technology agenda. The framework will help CX professionals ensure that their company assembles the right agile technology culture and funds the next generation of customer-enabling systems.

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