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For Customer Experience Professionals

The Best And Worst Of Unified Experiences, 2014

February 6, 2014

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Authors

  • By Ron Rogowski
  • with John Dalton,
  • Amelia Sizemore,
  • Curt Nichols

Why Read This Report

Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to accomplish their cross-touchpoint goals, Forrester created the unified customer experience review methodology. This methodology helps companies improve their digital customer experiences by benchmarking within their industry and uncovering optimization opportunities. In this report, we used this methodology to evaluate the experiences at seven major retailers.

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Table of Contents

  • How Unified Is The Retail Experience?
  • Retailers Fail The Test
  • Common Problems Frustrate Users
  • Despite Flaws, Some Best Practices Shine Through
  • RECOMMENDATIONS

  • Retailers: Unify Design And Measurement Practices
  • Supplemental Material
  • Related Research Documents

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