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 digital 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 customer engagement regardless of which device (or devices) they are using, governance is a critical discipline.

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

This Forrester report provides an invaluable resource for organizations in the beginning stages of developing a customer experience strategy.

Included in the report:

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