Download this free Forrester Research report to learn how to optimize the customer experience by basing technology investment decisions on interactions from the customeru2019s 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 BrandPost How Infosys and Tennis Australia are harnessing technology for good By Veronica Lew Mar 26, 2023 6 mins Infosys BrandPost Retail innovation playbook: Fast, economical transformation on Microsoft Cloud For retailers, tight integration of data and systems is the antidote to a challenging economy. By Tata Consultancy Services Mar 24, 2023 3 mins Retail Industry Digital Transformation BrandPost How retailers are empowering business transformation with TCS and Microsoft Cloud AI-powered omnichannel integration and a strong, secure digital core lets retailers innovate across four primary areas while staying compliant, maintaining security and preventing fraud. By Tata Consultancy Services Mar 24, 2023 4 mins Retail Industry Cloud Computing BrandPost How to Build ROI from Cloud Migration This whitepaper and webcast can help you calculate the ROI and create a business case for modernizing your legacy applications to the Microsoft Cloud. By Tata Consultancy Services Mar 24, 2023 1 min Retail Industry 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