Summary
To create and deliver profitable customer experiences (CX), businesses rely on ecosystems that bring together networks of employees, partners, and customers. Keeping these disparate groups engaged and effective is a challenge for most businesses, especially in today's reality of pandemic-induced remote working. When properly deployed, enterprise collaboration (EC) tools can provide the connective tissue for your company's CX ecosystem. This report details the vision for application development and delivery (AD&D) pros tasked with building an EC strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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