Closing The Experience Gaps
Adopt A New Experience Architecture And Philosophy To Bridge Gaps In Performance, Convenience, Personalization, And Trust
August 7, 2014
Why Read This Report
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 by adopting a new experience architecture and philosophy. Fast-moving customer teams in eBusiness, marketing, and customer experience eagerly adopt software that closes the gaps. This report asserts that to play a meaningful role in customer experiences, CIOs must either deliver or disown a business technology (BT) agenda that includes the technology, systems, and processes to sense and respond to the demands of customers and those who serve them.
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.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Delivering Great Customer Experiences Is Now Job One
- Experience Delivery Requires A New Architecture And Philosophy
- Invest In Software That Closes The Experience Gaps
- Closing The Experience Gaps Creates A Shared Focus On Growth
- CIOs: Drive Experience Delivery, Or Disown The BT Agenda
WHAT IT MEANS
- The Experience Economy Will Kick Into High Gear
- Supplemental Material
- Related Research Documents
Collaboration Success Hinges On Effective Change Management
February 1, 2016 | Art Schoeller
The Internet Of Things Propels Product Development Into The Digital Era
May 4, 2017 | Nate Fleming
Build Your Dream Team: Organizing To Deliver Exceptional Digital Experiences
January 27, 2017 | Danielle Geoffroy