Summary
Forrester's 2014 Customer Experience Index reveals a marked shift toward "good" and "excellent" customer experiences, but firms still struggle to identify what digital experience improvements they need to make — and how to make them. This report outlines the tactics that customer experience professionals need to act on to improve digital customer experience across touchpoints like websites, mobile, and apps. This is an update to a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.
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