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Building a Digital Experience Delivery Strategy and Business Case

introduction to the topic

Customers expect seamless and personalized interactions across channels. To keep up with customer expectations, organizations need integrated tools that quickly deliver contextual, omnichannel experiences across the engagement lifecycle. However, disparate systems, complex integrations, and organizational restrictions (e.g. lack of skillsets and budget) act as barriers in meeting rising customer expectations. In this scenario, organizations require a holistic transformation strategy and the right business case to secure on-time funding and drive success.

In this webinar, our guest speaker Forrester Analyst, Anjali Yakkundi will outline:

  • Why digital customer experience is an important foundation, and why firms need to play catch-up.
  • How to develop atransformation strategy for supporting digital customer experience delivery initiatives.
  • How to build a business case to justify digital experience technology investments.

About the speakers

Anjali Yakkundi: Analyst serving Application Delivery professionals, Forrester Research, Inc.

Anjali Yakkundi
Analyst serving Application Delivery professionals

Anjali is an analyst serving Application Development & Delivery (AD&D) professionals. Her research focuses on digital experience delivery, primarily around digital asset management (DAM), personalization solutions, site search, and digital experience service providers. Anjali helps Forrester clients implement these technology solutions and technology strategies in order to support the management and optimization of customer experience

Sadagopan Singham: Vice President (Global), Collaboration, Portals and Digital Experience

Sadagopan Singham
Vice President (Global), Collaboration, Portals and Digital Experience

Sadagopan Singam brings a rich and relevant experience of more than two decades in the extended enterprise, business consulting and transformation space. Over these years, he has built a track record of building leading edge practices, managing technology alliances and growing customer engagements across a broad spectrum of application areas from CRM, SCM, Content Management, EAI, BPM, Document Management, Portals, Logistics etc . He also brings globally diverse consulting and leadership experience having worked in equal parts across Americas, Asia Pacific and India.

Tuesday 23rd September 2014

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