Trends Report

Customer Experience Organizations Must Change To Benefit From The Cloud

Four Transformations Enable Businesses To Build Successful Digital Experiences In The Cloud

April 24th, 2015
TJ Keitt, null
TJ Keitt
With contributors:
Craig Le Clair , Harley Manning , Curt Nichols

Summary

New digital experiences are reshaping how people do everything from hailing a ride to accessing a document and cleaning their teeth. To keep pace with the disruptive upstarts delivering these new services, customer experience (CX) professionals across industries are using cloud services from vendors like Amazon and Google to construct their own innovative offerings. But not all of the business leaders who believe that the cloud gives them the agility to beat emerging competitors have embraced the business transformation necessary to use the cloud as the avenue to innovation. This report examines the workforce, technology, and organizational changes that CX pros need to effectively use cloud services.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.