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For Customer Experience Professionals

How Emerging Technology Is Changing CX

Continuous Improvement: The Digital Customer Experience Improvement Playbook

January 24, 2017


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This is the Continuous Improvement report in The Digital Customer Experience Improvement Playbook For 2020.

Why Read This Report

New technologies offer opportunities to connect with customers by designing more appealing experiences. But if those experiences aren't rooted in customer centricity, they won't win hearts and minds. This report highlights what speakers at Forrester's CXSF 2016 Forum presented and discussed to help customer experience (CX) pros tap emerging technologies in a way that offers meaningful improvements to CX.

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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.

Want to know what will happen in 2020? Visit Forrester's Predictions 2020 Hub, where you can read what's coming next in marketing, customer experience, technology, innovation, and more.

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Table of Contents

  • The Table Stakes For Great Customer Experiences Are Growing
  • What It Means

  • Technology Advances, But Experiences Still Rule
  • Supplemental Material
  • Related Research Documents

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