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Home > Crownpeak > Forrester Research: Digital Customer Experience Governance Demystified
 

Forrester Research: Digital Customer Experience Governance Demystified

White Paper Published By: Crownpeak
Crownpeak
Published:  Jun 30, 2016
Type:  White Paper
Length:  12 pages

Governance has long been a dreaded word in the field of customer experience. But in today’s digital multi-touchpoint era, customers expect digital experiences to come to them — regardless of which device (or devices) they are using. For this and other reasons, governance is fast becoming a critical discipline.

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

Included in this report:

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



Tags : 
customer experience, digital customer experience governance, digital customer experience, digital quality management, digital governance, best practices, forrester research, dqm, digital experience, digital touchpoints, digital marketing, online marketing