Download this free Forrester Research report to learn how to optimize the customer experience by basing technology investment decisions on interactions from the customer’s point of view. Credit: ThinkStock Providing stand-out customer experiences starts with creating “customer journey maps.” It’s not something CIOs typically know much about, but if you’re headed down the path to becoming a digital business, that’s going to have to change, according to a Forrester Research Inc. report. “To plan the technology investments necessary to transform to a digital business, you need a digital experience technology strategy that’s informed by the needs and digital behaviors of your customers,” says the report. A customer journey map identifies all customer interactions with your business — from the customer’s point of view. “Understanding the specific devices, touchpoints and interactions is the only way to know if your digital investments will directly improve a customer experience.” The report provides a three-step planning process for “digital customer experiences,” plus advice about selecting vendors. Click on the link below to download the 11-page report by analyst Ted Schadler. download Your Digital Experience Technology Strategy Starts with a Customer Journey Map Forrester Research Inc. Related content opinion The Importance of Identity Management in Security By Charles Pelton Nov 28, 2023 5 mins Cybercrime Artificial Intelligence Data Management brandpost Sponsored by Rocket Software Why data virtualization is critical for business success Data is your most valuable resource—but only if you can access it fast enough to address present challenges. Data virtualization is the key. By Milan Shetti, CEO of Rocket Software Nov 28, 2023 4 mins Digital Transformation brandpost Sponsored by Rocket Software The hybrid approach: Get the best of both mainframe and cloud Cloud computing and modernization often go hand in hand, but that doesn’t mean the mainframe should be left behind. A hybrid approach offers the most value, enabling businesses to get the best of both worlds. By Milan Shetti, CEO Rocket Software Nov 28, 2023 4 mins Digital Transformation brandpost Sponsored by Rimini Street Dear Oracle Cloud…I need my own space Access results from a recent Rimini Street survey about why enterprises are rethinking their Oracle relationship and cloud strategy. By Tanya O'Hara Nov 28, 2023 5 mins Cloud Computing Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe