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