Resources

Forrester: Your Digital Experience Technology Strategy Starts With A Customer Journey Map

Issue link: https://hub.appirio.com/i/896329

Contents of this Issue

Navigation

Page 0 of 14

Your Digital Experience Technology Strategy Starts With A Customer Journey Map Strategic Plan: The Digital Experience Delivery Playbook by Ted Schadler December 15, 2015 | Updated: January 26, 2016 For ApplicATion DevelopmenT & Delivery proFeSSionAlS forrESTEr.CoM Key Takeaways Digital Experience Strategy Starts With A Customer Journey Map The top three actions that firms will take to improve the customer experience are digital. To get them right, start by understanding the digital interactions in your customer journey. four factors focus Your Digital Experience Technology Strategy in our research with 22 companies, we found four factors behind the technology strategy: 1) it's a three- to five-year program, not a project; 2) customer journey maps bring relevancy to your investments; 3) cloud, mobile, insights, and loose coupling shape your vendor choices; and 4) digital experience platforms direct your technology investments. A Digital Experience Technology Platform Will Support Agile Delivery you will need technology to deliver quick wins and also to lay the foundation for future agility. The foundation is a digital experience platform from vendors like Acquia, Adobe, Demandware, epiServer, iBm, oracle, Salesforce, SAp hybris, SDl, and Sitecore. Why read This report As firms like rewe Group and Schneider electric have learned, digital experience strategy shapes the technology you need — an investment that can take five years and cost between $20 million and $200 million. To help define the strategy, application development and delivery (AD&D) professionals should follow the lead of customer experience teams: 1) Start with a customer journey map; 2) apply cloud-hosted, mobile-first, and insights-driven thinking; and 3) implement a digital experience platform to serve customers along every step of their journey.

Articles in this issue

Links on this page

view archives of Resources - Forrester: Your Digital Experience Technology Strategy Starts With A Customer Journey Map