Forrester Report: Digital Customer Experience Governance Demystified

Understand how to coordinate and prioritize improvements

Forrester Analyst Research: Digital Customer Experience Governance Demystified


Governance has long been a dreaded word in the field of customer experience. It conjures images of automatons locked in dungeons trolling digital properties, hunting for standards violations. But in today’s post-PC era when customers expect digital experiences to come to them — regardless of which device (or devices) they are using — governance is a critical discipline.

This report outlines the steps customer experience (CX) professionals must take to optimize and continuously improve their digital customer experiences.



Included in the report:

  • Digital CX Governance: misaligned and misdirected
  • The keys to effective Digital Governance
  • How to govern the post-PC Digital Experience
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