Forrester: Manage the Cross-Touchpoint Customer Journey

Today’s perpetually connected consumer uses an ever-increasing range of touchpoints in order to discover, explore, buy, and engage with brands. Stores, kiosks, websites, call centres, tablets, mobile devices and social media, all play a critical role in the overall customer journey.

Customer Experience and eBusiness executives must shift their approach from optimising individual touchpoints to identifying high-value cross-touchpoint tasks — and then designing touchpoints that support those tasks, rather than acting in isolation.

Read this Forrester Research Report to learn:

  • The three rules of implementing cross-touchpoint experiences
  • How to design, implement, and optimise end-to-end customer journeys
  • Strategies leading brands have adopted to enable compelling cross-touchpoint customer journeys

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