Delivering great multichannel digital experiences isn't as easy as plugging in new software and calling it a day. Digital customer experience success comes from combining many elements: a big-picture vision, short- and long-term strategic planning, shifts in roles and responsibilities, and intelligent technology adoption and delivery. For application development and delivery (AD&D) pros and their business peers, the digital customer experience technology market matters because digital experience matters — both to organizations and to their customers. As your organization marches toward digital experience delivery, you must place technologies in their proper context.
It will be an integration--not a suite--story. Many vendors promise a comprehensive customer experience management technology suite. But supporting customer experience is a broad discipline that includes everything from your contact center technologies to your marketing suites to the technologies that power your website. Right now, no one vendor has every single component — despite what they may claim. And even if they did, the vast majority of Forrester clients we speak with don't have the resources to rip and replace their existing investments, nor do they have the desire to be married to one vendor. Firms will instead look to best of breed vendors that are able to easily integrate with other solutions.