March 20, 2012

Forrester Report: Digital Customer Experience Improvement Requires A Systematic Approach

Disclosure: I work at Informaat (The Netherlands).

Industrialize Processes In Support Of A Digital Customer Experience Strategy - "To consistently meet or exceed customers' expectations, firms must take a systematic approach to digital customer experience management. In conducting in-depth interviews with 16 business professionals, Forrester found that several of these companies had adopted some best practices for digital design that delivered improvements in customer experience - leading to improved business results through increased revenues, improved loyalty, greater customer engagement, and reduced costs. However, no organization had a mature, systematic approach to consistently differentiate through superior digital customer experience. For firms to turn their digital customer experience into a sustainable source of competitive advantage, they must define a digital customer experience strategy and introduce robust tools and repeatable methodologies to support it."

(About Informaat, experience design)

Posted by PJB at March 20, 2012 4:16 PM | Classification: Customer experience - UCD - User experience