Amas Tenumah says, “A new Forrester Consulting report on digital CX has been getting lots of attention for its insights into how companies are “doing digital,” but ironically, that’s an expression that neatly describes a key problem with how companies are making their changes and the most interesting finding from the report itself.

The report, commissioned by Accenture, is based on survey results from 702 online participants and a handful of in-depth interviews for qualitative understanding.

These participants are candid about how they feel they’re competing on digital against their peers, how they think they’re meeting consumer expectations, how digital is changing CX within the larger context of how it’s changing the entire world.

Companies also were asked about their digital plans, how they’re being executed, whether they have senior staff buy-in, and what their strategic timelines look like”.

Doing Digital is Never Done: How to Stay Ahead in Online Marketing

Business.com

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