At Forrester’s CX SF 2019 conference, Melissa Schmidt, Autodesk’s Director of Research, Digital Platform & Experience, gave a presentation that advised brands to consider customer experience holistically across touchpoints. This advice was framed in a narrative about the challenges Autodesk faced because of owning a huge number of digital properties. These include Autodesk.com, which Schmidt called “the main front door of our brand”; Autodesk Accounts; Knowledge Network, which boasts over 1 million articles; and....