Case Study

Domo Rethinks Community As Customer Experience

Domo Central Transforms From Disconnected Forums And Events To A Unified Digital Experience

July 26th, 2024
Amy Bills, VP, Principal Analyst
Amy Bills VP, Principal Analyst
With contributors:
Dave Frankland , Laura Ramos , Evan Megan , Marissa Fritz

Summary

Companies that use online communities as a scaled digital customer experience (CX) see the results in reduced support calls, higher volume idea exchanges, and greater likelihood of engaged customers to renew. How does a B2B company evolve its approach from discussion boards and online support to a robust community that helps customers attain value across all dimensions? Business intelligence platform Domo won Forrester’s Program Of The Year Award for customer engagement for its Domo Central community. In this report, we show how Domo’s marketing team led the evolution to a unified digital customer experience.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.