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Forrester Research: Digital Customer Experience Governance Demystified

White Paper Published By: Crownpeak
Published:  Jun 30, 2016
Type:  White Paper
Length:  12 pages

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

Tags : 
customer experience, digital customer experience governance, digital customer experience, digital quality management, digital governance, best practices, forrester research, dqm, digital experience, digital touchpoints, digital marketing, online marketing, business analytics, business intelligence, web development

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