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For Customer Experience Professionals

Develop Your Digital Customer Experience Strategy

January 13, 2015

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  • By Deanna Laufer
  • with John Dalton,
  • Ron Rogowski,
  • Amelia Sizemore,
  • Corey Stearns

Why Read This Report

Companies need a digital customer experience strategy to ensure that they build the right experiences to suit their customers' needs and expectations — especially in a world of proliferating touchpoints. This report outlines the steps customer experience professionals need to take to build a strategy for digital customer experience improvement. It will help define the intended digital customer experience by balancing business and brand objectives with customers' needs. This is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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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.

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Table of Contents

  • You Need A Digital Customer Experience Strategy
  • Derive Digital Experience Strategy From Business And User Goals

  • Create A Road Map For Digital Customer Experience Transformation
  • Related Research Documents