Summary
Enterprise collaboration programs can provide the connective tissue of the customer experience (CX) ecosystem. However, programs fall flat when application development and delivery (AD&D) professionals approach them without clear business objectives and stakeholder support. Having a strategic plan that all stakeholders agree on can make the difference. This report provides a guide for the collaboration leadership team on creating that strategic plan using Forrester's POST methodology. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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