Summary
Upstart companies with new digital offerings are disrupting industries. Successful newcomers can draw millions of customers in a short period of time, catching their incumbent competition off-guard. So how do they do it? For this report, Forrester examined eight prominent cloud-oriented firms to identify practices that help these companies quickly attract and retain large customer bases. This report provides customer experience (CX) professionals with lessons that they can apply to their own businesses. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
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