Publication

Forrester: Your Pathway to A Better Customer Experience

How do you keep up with today’s consumers? Through well-thought-out digital transformation. However, investments too often focus on the front-end experience instead of having a cross-section approach.

Ulrika Mann

Ulrika Mann,

In June 2018, Cognizant commissioned Forrester Consulting to test the hypothesis that digital transformation will succeed best when two conditions are met: 1) when transformation spans the enterprise from customer touchpoints all the way to fulfillment and beyond and 2) when leaders take a fused, not siloed, approach to this transformation. 

Download Publication. The 2020 Customer Experience

Forrester conducted a survey of 517 decision makers across IT and line-of-business (LOB) roles involved in enterprise wide digital transformation initiatives, from both US and UK companies, to test this hypothesis. 

The findings? Analysis of the survey results revealed significant benefits for companies who can seamlessly connect front- and back-office processes, especially when comparing them against companies who are still struggling in this area. 

Download the report to get the key takeaways from the survey, as well as advice on how to achieve both greater CX and enhanced revenue growth through your digitalization initiatives. You can also read more about Cognizant's CX offerings here