Your Digital Experience Technology Strategy Starts With A Customer Journey Map

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 platformto serve customers along every step of their journey.

Publication: 
Forrester Report
Author: 
Schadler, Ted
Document Type: 
Research
Paywall: 
$

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