Summary
Do you know your firm's customer experience strategy? Application development and delivery professionals must clearly understand customer experience strategy to be able to deliver the right software to enable those experiences. Before you make crucial design decisions for customer-facing software, make sure your design will actually support your firm's customer experience strategy. But what if your firm has not defined a customer experience strategy? Then it's up to you to create one, based on your business strategy. Forrester recently published "What Is The Right Customer Experience Strategy?" and we strongly encourage you, as one of the leaders in the best position to deliver on this strategy, to read this report.
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