Summary
Most companies lack a customer experience strategy. As a result, their leaders struggle with decisions about funding and prioritizing projects meant to improve the customer experience at the enterprise level. Business process professionals charged with revamping customer-facing business processes can play a pivotal role in helping their organizations define a customer experience strategy and then align processes to deliver. This report summarizes the three primary strategies for experience-based differentiation: self-service optimization for cost leaders; proactive guidance for product or service differentiators; and tailored intimacy for segmenters.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).