Charter Report

The Business Impact Of Digital Experience Technology Is Profitable Growth

March 1st, 2021
With contributors:
Stephen Powers , Allen Bonde , Caleb Ewald , Kara Wilson , Karen Traikovich


In the first phases of the COVID-19 pandemic, digital efforts accelerated in most organizations, while strategies stayed relatively intact. Yet, how firms organized, funded, prioritized, and rolled out programs to focus on the most urgent extensions and platform upgrades certainly changed. To be able to answer tough questions such as whether to invest first in advanced search, better personalization, an app for mobile onboarding, a new digital experience platform, or all of the above, you need a critical analysis of customer benefit and business value. This report provides an assessment framework so you can create just such a critical business case for your next moves.

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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.