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Forrester Digital Transformation Strategy

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In this second part of our Digital Transformation Strategy Essentials blog series, we’ll look at how digital customer experience has influenced different industries of today and why it is central to becoming a digital business of the future.

We are at a time when customers have increasingly become the epicenter of most business success in this booming digital environment. Not only are we in the midst of a massive technological revolution, Forrester suggests that we are also in the age of the “Empowered Customer.”

To prove that this is not just another hype, Forrester ran two separate surveys to find out whether customer experience (CX) does, in fact, matter to business advancement. In these studies, they compared revenue growths of different companies and their competitors. They found that companies with more superior customer …show more content…

One of these platforms is the customer experience platform, which enables the interaction and commerce of an organization with its customers and citizens. This technology building block ensures that the company’s business and operations model are aligned with the growing needs and ever-evolving journeys of its internal and external customers.

The customer experience platform has the following components, which call for more customized solutions to provide high-quality services and experiences:

• Multichannel interaction and commerce – allows customers find information, request services, and perform e-commerce activities across many different channels
• Social networks – enables companies to support community interaction and transactional functions within social networks for improved

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