The Best And Worst Of Unified Experiences, 2014

February 6th, 2014

With contributors:

John Dalton , Curt Nichols , Amelia Sizemore

Summary

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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.