Final week at CX North America 2022, we introduced a brand new addition to our portfolio: Forrester Choices for Digital Enterprise & Technique. It’s the primary new service we’ve made obtainable since launching Forrester Choices nearly a yr in the past, and we’re so excited concerning the myriad methods we may also help digital leaders develop their groups, experiences, and earnings.
It’s by no means been extra essential for digital leaders to deal with themselves and their position within the enterprise. Our 2022 US Buyer Expertise (CX Index™) reveals that, whereas corporations rose to the big problem of serving prospects in the course of the pandemic — as evidenced by an unprecedented rise in CX Index scores in 2021 — a lot of them took their foot off the fuel pedal because the worst of the disaster began to ease. The consequence? Whereas digital-only CX hit a excessive in 2021, it dropped precipitously this yr and now trails physical-only CX by 2.5 factors — a major and critical margin in our exactly measured CX Index.
It could be daunting to think about, however the truth is that you simply stepped up your digital experiences in what was seemingly essentially the most difficult period of your profession thus far. You led your groups and your companies to innovate quick, and your prospects beloved you for it. However identical to we mentioned at CX NA, there’s no going again. Now it’s important to sustain that tempo of digitally pushed buyer obsession if you wish to preserve these prospects and purchase new ones.
And that’s precisely what Forrester Choices for Digital Enterprise & Technique goes that will help you do. We’ve acquired analysis, instruments, templates, and analyst specialists to information digital enterprise leaders each step of the way in which, from creating or refreshing your technique and constructing your crew right through designing, constructing, launching, measuring, and iterating your digital experiences, companies, and merchandise.
No matter your business, when you have a B2C focus, this service will provide help to accomplish your digital enterprise objectives. These of you in healthcare, retail, e-commerce, monetary companies, and authorities will discover tailor-made analysis to your wants, as effectively.
All of those wonderful sources will probably be obtainable in August, however within the meantime, we’d love to speak to you about it. For those who’d like to listen to extra, contact us by way of the Forrester Choices for Digital Enterprise & Technique primary web page, the place you’ll additionally discover plenty of particulars about how this new service will provide help to obtain your digital objectives.