Trends Report

The Best And Worst Of Unified Experiences, 2014

February 6th, 2014
With contributors:
John Dalton , Curt Nichols , Amelia Sizemore


Today's multitouchpoint customers expect unified experiences that smooth transitions across interactions. To help companies detect and codify systemic problems that affect their customers' ability to accomplish their cross-touchpoint goals, Forrester created the unified customer experience review methodology. This methodology helps companies improve their digital customer experiences by benchmarking within their industry and uncovering optimization opportunities. In this report, we used this methodology to evaluate the experiences at seven major retailers.

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