Trends Report

Winning The Customer Experience Game II

Digital Business: Digitize End-To-End Customer Experiences

August 14th, 2015
Nigel Fenwick, null
Nigel Fenwick
With contributors:
Peter Burris , Alex Cullen , Michael E. Gazala , Megan Burns , Rachael Klehm , Karen Traikovich

Summary

As customer expectations evolve, a company's ability to modify the technologies that support customer journeys can make the difference between a happy customer and an ex-customer. CEOs increasingly task their CIOs with helping to shape winning customer experiences through digital technologies. But how can CIOs deliver? To provide the answers, we turned to CIOs in leading customer experience companies — those at the top of Forrester's Customer Experience Index (CX Index™), US Consumers 2015 — and asked them the secret of their success.

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