Forrester Research: 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.