Forrester Report: Is Your Digital Transformation Strategy Driving Seamless Customer Journeys?
Informed and empowered consumers continue to grow their use of mobile and digital technologies to seek out competitive products and services. However, in the race to win, serve and retain these customers, digital transformation strategies often leave out the coordination and integration required to create seamless journeys across all touch points.
In this report, Forrester Consulting evaluates the importance of providing a seamless engagement experience for customers across all touchpoints. A survey was designed with the hypothesis that success in the age of the customer requires flawless execution of customer experiences across channels, including contact centres and digital touchpoints (such as mobile).
Download the report and learn about:
- The role of contact centres in supporting digital strategies
- Developing a successful strategy for digital customer experience
- How to create a unified customer journey supported by contact centres
Research by: 
A Forrester Consulting Thought Leadership Paper Commissioned By Contact Solutions, a Verint Company, April 2017
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