Forrester Report: Digital Customer Experience Improvement Requires A Systematic Approach

Disclosure: I work at Informaat (The Netherlands).

Industrialize Processes In Support Of A Digital Customer Experience Strategy – “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 that 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.”

(About Informaat, experience design)

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