Summary
Your customers expect the same quality of digital experiences from you as they get from Amazon, Netflix, and Uber. That will require transforming your experiences and the operations that support them. To get everybody on the same page, digital business leaders should conduct a three-part planning process: 1) Build a customer journey map highlighting the moments of engagement; 2) prioritize the moments and processes based on the benefit to customers and the value to you; and 3) pursue a two-path road map to move quickly while laying the foundations for the future.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).