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This is the third in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. Be sure to read Part 1: Process v. Project and Part 2: Prioritizing Tactics if you haven’t already.
This is the second in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. See Part 1: Process v. Project here.
This is the first of a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. In that article, we identified four common pitfalls organizations encounter during the complex process of achieving customer experience (CX) maturation:
Customer experience (CX) is the new battlefield on which enterprises must fight in order to remain competitive. However, organizations continue to underestimate the challenge setting up a CX management strategy, plan and infrastructure represents.
We’ve mentioned that organizations still need to have more than one digital experience platform and/or adopt additional solutions to address weaknesses and gaps in their existing platforms. Many companies are opting to tack on SaaS solutions to fill their DX gaps. This can be a great approach, with a couple of caveats.
Forrester analysts have been doing a great job of summarizing, categorizing and evaluating what’s going on in the world of digital customer experience management. Forrester defines the digital experience platform as, “Software to manage, deliver, and optimize experiences consistently across every digital touchpoint,” and that will address six key themes:
