Trends Report

Digital Customer Experience Teams In The Post-PC Era

October 11th, 2013
SS
Samuel Stern
With contributors:
Harley Manning , Carla O'Connor

Summary

The proliferation of new form factors and touchpoints has companies struggling to create digital experiences that meet rising customer expectations. To handle this challenge, customer experience (CX) professionals need a digital experience strategy that shifts the mindsets of their organizations from obsessing about specific capabilities for projects that occur in silos to having broader, more customer-focused perspectives. When organizing the skills needed to deliver improved digital customer experiences, CX professionals should act and adopt an ecosystemwide approach that considers the broad mix of employees and partners required to make their CX strategy and vision a reality.

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