Trends Report

Digital Customer Experiences Are The Front Lines Of Sustainable Digital Transformation

Executive Overview: The Digital Experience Delivery Playbook

April 9th, 2021
Allen Bonde, null
Allen Bonde
With contributors:


In normal times, digital customer experience (CX) is a business differentiator. In the post-COVID-19 era, digital channels are even more critical to driving new growth and customer loyalty. To ensure their organization builds around a scalable, future fit experience architecture, application development and delivery (AD&D) professionals must partner with marketing and business leaders. This report helps tech leaders become change agents — starting with a vision and business case, followed by tech selection, implementation, and ongoing optimization. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.