How To Solve The CX Technology Puzzle

January 27th, 2014

Joana de Quintanilha VP, Principal Analyst

With contributors:

John Dalton , Corey Stearns

Summary

Customer experience professionals face a myriad of technology choices as vendors jump on the CX bandwagon. But you can't buy CX in a box. To succeed, firms must guide technology decision-making based on effective human-centered design, measured risk-taking, and Agile development processes. This report lays out a three-step process that will help CX pros encourage behaviors necessary to develop effective and sustainable customer-centric technology management.

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