Trends Report

Forrester’s Guide To Your Voice Strategy

November 8th, 2019

Summary

Step 1: Craft your future customer experience vision. Identify your customers’ problems and use an integrated approach that builds experiences around your brand, products and services, journeys, and touchpoints. Step 2: Use Forrester’s POST methodology to force making a technology decision last, instead of building a strategy around a technology. Step 3: Follow the design process of empathize, define, ideate, prototype, and test to refine your strategy. Step 4: Finally, decide how to build by making a platform and a device choice.

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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.