26 September 2014

Digital CX improvement requires a systematic approach

A Forrester paper commissioned by Informaat

To consistently meet or exceed customers’ expectations, firms must take a systematic approach to digital customer experience management. In conducting in-depth interviews with 16 business professionals, Forrester found that several of these companies had adopted some best practices for digital design.

These practices delivered improvements in customer experience – leading to improved business results through increased revenues, improved loyalty, greater customer engagement, and reduced costs. However, no organization had a mature, systematic approach to consistently differentiate through superior digital customer experience.

For firms to turn their digital customer experience into a sustainable source of competitive advantage, they must define a digital customer experience strategy and introduce robust tools and repeatable methodologies to support it.

Download the Forrester Consulting Thought Leadership Paper (.pdf) commissioned by Informaat.

Customer experience (78), CX excellence (8)