Firms are still struggling to identify what digital experience improvements they need to make — and, once that’s nailed down, how exactly to make them. This report gives customer experience professionals the tools and processes they need to act on digital customer experience improvement across touchpoints like websites, mobile phones and tablets. Forrester recommends 10 tactics for evaluating digital touchpoints and determining customers’ needs, proven and emerging methodologies for redesigning digital interactions and best practices for ensuring that your digital experiences support your business objectives.