Deliver Engaging Customer Experiences with a Cohesive CX Strategy

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New commissioned research study conducted by Forrester Consulting on behalf of Capgemini, Salesforce and MuleSoft, examines the new pressures that are raising the stakes for getting CX right.

Amidst the excitement and uncertainty that businesses are now facing, as they emerge from restrictions and resume business, there are questions that need answers. What lessons from the last 18 months do we take forward? How do we help our employees and businesses manage regulations and while meeting customer demands?

We asked Forrester Consulting to explore evolving customer expectations and the benefits of moving beyond a single pillar implementation. Forrester Consulting conducted an online global survey with 426 directors and executives in marketing, IT, and LOB roles who have responsibility for technology purchase decisions and direct ownership of technology project management in North America, EMEA, and APAC.

This study finds that while some problems persist as they always have, the successful approach to tackling these problems is clearer than it has ever been and shares several important recommendations.

Click here for report infographics

Download our Forrester Thought Leadership Paper to discover how your business can reimagine the customer journey through the lens of the art of the possible.

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