Overconfident And Under- Aligned: Digital Experience Transformation Is Harder Than You Thought

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Provided by: IBM
Topic: Digital Transformation
Format: HTML
In order to win, convert, and build customer loyalty, organizations need to provide exceptional experiences across all channels and touchpoints. Though most firms have begun their digital customer experience (DX) journey, there is still a lot of ground to cover before they can deliver exceptional DX. Our study found that firms understand the need for exceptional DX, but their IT and line-of-business (LOB) teams are not aligned in their strategy, goals, or metrics.

Forrester Consulting evaluated how an omnichannel, open-content delivery platform will deliver world-class digital experiences (DX) to customers.Learn why most firms have a disconnect between IT and LOB teams that causes tension within organizations — thereby holding organizations back from delivering a definable standard for the best DX possible.
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