Trends Report

Close The Experience Gaps With The Right Business Technology

Closing The Experience Gaps

December 22nd, 2014
Megan Burns, null
Megan Burns
John McCarthy, null
John McCarthy
With contributors:
Michael E. Gazala , Nate Fleming

Summary

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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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.