The Unified Customer Experience Imperative
Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints
May 7, 2013
Why Read This Report
Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they deliver a coherent experience across all interactions. This report outlines how customer experience professionals can optimize and continuously improve their digital customer experiences. It is designed to help you work toward achieving the goal of providing seamless cross-touchpoint experiences to your customers.
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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.
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Table of Contents
- Fragmented Customer Behavior Requires A New Approach To CX
- Customer Experience Excellence Requires A Unified Approach
- CX Professionals Must Lead Unified CX Initiatives
- Lay The Groundwork For Unified Experiences
- Supplemental Material
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