“Digital touchpoints like websites, mobile phones, tablets can drive revenue, lower costs, build brands, and engender customer loyalty. This shouldn’t be new news to anyone reading this. But to achieve these potential benefits, you need to deliver digital interactions that meet your customers’ needs in easy and enjoyable ways. That isn’t as easy as it sounds. Companies struggle on a daily basis to identify what digital experience improvements they need to make – and, once that’s nailed down, how exactly to make them.”

(Kerry Bodine a.k.a. @kerrybodine ~ Forrester Research)