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For Application Development & Delivery Professionals

Your Digital Experience Technology Strategy Starts With A Customer Journey Map

Strategic Plan: The Digital Experience Delivery Playbook

August 15, 2018

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This is the Strategic Plan report in The Digital Experience Delivery Playbook For 2020.

Why Read This Report

As firms like REWE Group and Schneider Electric have learned, digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and $200 million. To help define the strategy, application development and delivery (AD&D) professionals should follow the lead of customer experience teams: 1) Start with a customer journey map; 2) apply cloud-hosted, mobile-first, and insights-driven thinking; and 3) implement a digital experience platform to serve customers along every step of their journey. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Strategy Kicks Off A Three-Step Planning Process
  • Digital Experience Strategy Starts With A Journey Map
  • Four Factors Focus Your Digital Experience Technology Strategy
  • Recommendations

  • A Strategy Workbook Will Shape Your Business Impact Analysis
  • Supplemental Material
  • Related Research Documents

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