Trends Report

Implement Essential Change Management Practices To Improve Digital Experience Delivery

Continuous Improvement: The Digital Experience Delivery Playbook

December 29th, 2020
With contributors:
Martin Gill , Kara Wilson , Madison Bakalar


So, you've finished your first major digital experience delivery project: You've launched the app, modernized the website, and integrated your digital experience technologies. Now you must create a sustainable digital experience delivery organization that can quickly adapt to future conditions and deliver on your needs. This report helps application development and delivery (AD&D) pros understand how to do this by incorporating a robust change management strategy to support ongoing improvements to digital experience initiatives. 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.