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For Customer Experience Professionals

Digital Customer Experience Teams In The Post-PC Era

October 11, 2013

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Why Read This Report

The proliferation of new form factors and touchpoints has companies struggling to create digital experiences that meet rising customer expectations. To handle this challenge, customer experience (CX) professionals need a digital experience strategy that shifts the mindsets of their organizations from obsessing about specific capabilities for projects that occur in silos to having broader, more customer-focused perspectives. When organizing the skills needed to deliver improved digital customer experiences, CX professionals should act and adopt an ecosystemwide approach that considers the broad mix of employees and partners required to make their CX strategy and vision a reality.

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Table of Contents

  • Digital Experiences Are More Common And Complex Than Ever
  • Best Practices From Leading Digital Experience Teams
  • RECOMMENDATIONS

  • Start Transforming Your Digital Customer Experience Organization
  • Supplemental Material
  • Related Research Documents

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