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For Customer Experience Professionals

Digital Customer Experience Governance Demystified

December 30, 2014

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  • By Samuel Stern
  • with Michael E. Gazala,
  • Dylan Czarnecki

Why Read This Report

Governance has long been a dreaded word in the field of customer experience. It conjures images of automatons locked in dungeons trolling digital properties, hunting for standards violations. But in today's post-PC era when customers expect digital experiences to come to them — regardless of which device (or devices) they are using — governance is a critical discipline. This report outlines the steps customer experience (CX) professionals must take to optimize and continuously improve their digital customer experiences. Its goal is to help CX teams understand how to coordinate and prioritize improvements to the overall digital customer experience. This is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Digital CX Governance: Misaligned And Misdirected
  • Digital Customer Experience Governance Demystified
  • The Keys To Effective Digital Governance

  • Govern The Post-PC Digital Experience
  • Supplemental Material
  • Related Research Documents