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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