How Are Digital Customer Experience Teams Structured?
June 28, 2012
Why Read This Report
This report is an update to "How Are Digital Customer Experience Teams Structured?" originally published on September 30, 2011. To understand how digital customer experience teams are changing to address the proliferation of digital touchpoints, we surveyed our Customer Experience Peer Research Panel about the structure of their digital teams and the skills on those teams. This report outlines how customer experience professionals can organize their teams and improve digital customer experience. It describes how teams are structured today and recommends how to get the skills you need to right-size your digital customer experience team.
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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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