Save or Share this Report

For Customer Experience Professionals

How To Build A Technology Plan That Sustains Employee Engagement

Technology Should Provide Employees With Freedom To Act On Customer Needs

September 16, 2014

Primary author headshot

Authors

  • By TJ Keitt
  • with John Dalton,
  • Curt Nichols

Why Read This Report

Engaged employees ensure that businesses consistently deliver good customer experiences over time and across channels. But beyond creating a shared understanding of the intended experience, successful firms will also leverage the right technology mix of collaboration tools, data, and mobility to support and sustain their customer experience (CX) efforts. This report explores how CX pros can use these technological resources to empower employees to build agile CX ecosystems.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

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.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • Engaged Employees Thrive On Freedom Of Action
  • RECOMMENDATIONS

  • Use Personas To Guide How You Empower Ecosystem Engineers
  • Supplemental Material
  • Related Research Documents

Recommended Research