Trends Report

Develop Your Digital Customer Experience Strategy

January 13th, 2015
DL
Deanna Laufer
With contributors:
Ron Rogowski , John Dalton , Corey Stearns , Amelia Sizemore

Summary

Companies need a digital customer experience strategy to ensure that they build the right experiences to suit their customers' needs and expectations — especially in a world of proliferating touchpoints. This report outlines the steps customer experience professionals need to take to build a strategy for digital customer experience improvement. It will help define the intended digital customer experience by balancing business and brand objectives with customers' needs. This is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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