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Posted by Ron Rogowski on August 15, 2012
Firms are increasing their focus on and investment in digital touchpoints. Why? Because digital touchpoints are critical parts of the customer experience ecosystem that offer your customers access to your firm anytime, anywhere. But when these touchpoints aren't optimized to reflect the way customers want to interact, firms:
These consequences aren't a result of bad intentions but of unfocused, undisciplined practices. That's why companies need:
To help you, we've put together a collection of research that will guide you through the process of improving your digital customer experience. We call it Forrester's Digital Customer Experience Improvement Playbook. It gives customer experience professionals the tools and advice they need to:
Update (8/16): View the recorded Digital Customer Experience Playbook Webinar.