Forrester Research: Is your digital transformation driving seamless customer journeys?

Download this exclusive commissioned survey of digital experts from Forrester to learn:

  • the most pressing CX priorities they are currently focusing on
  • why companies typically struggle to deliver a frictionless omnichannel customer experience
  • the keys to developing a successful strategy for digital CX in the context of omnichannel customer experience.
 

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Informed and empowered consumers continue to grow their use of mobile and digital technologies to seek out competitive products and services. Yet in the race to win, serve, and retain these customers, their digital transformation strategies often leave out the coordination and integration required to create seamless journeys across all touchpoints. In what Forrester refers to as the age of the customer, companies must focus on creating superior customer experiences (across all channels) or risk becoming irrelevant.

In an exclusive paper, our partner Contact Solutions commissioned Forrester Consulting to evaluate the importance of providing a seamless engagement experience for customers across all touchpoints. A survey was designed with the hypothesis that success in the age of the customer requires flawless execution of customer experiences across channels, including contact centers and digital touchpoints (such as mobile). Did this bear out?


About OpinionLab
OpinionLab, A Verint Company, believes that listening to your customers is important, but more important is the need for you to listen to them on their terms and react quickly and effectively to what they tell you. Hundreds of the world’s leading brands today trust OpinionLab to optimize customer experience and drive engagement across multiple channels.

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