Mind the Gap

A Study of Digital Strategy and Alignment between Business and IT

The digital channel is your public face to the world.

Forrester - Mind the Gap - Detail

In the age of the customer, consumers are mobile, empowered, perpetually connected, and in increasing control of their relationships with brands. Delighting these customers through superior customer experience is critical to winning, serving, and retaining them.

Chances are the majority of your customers will interact with your company digitally before they ever step into a brick-and-mortar store. Whether you connect with customers through a website or mobile app, the digital channel is your ubiquitous, public face to the world, and each impression — whether it is the first or 15th — is a chance to make or break the customer relationship.

Learn more. Download the Forrester report.

Download the report.