Forrester

Why Read This Report

In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of consumers engaged at each touchpoint will have significant influence on the daily workings of most organizations — and on the customer experience transformation firms, design agencies, and technology vendors that they call on for help. Customer experience professionals will find the year ahead to be a challenging one, but they can help ensure success by continuing to focus on the interactions that promise the biggest impact on their bottom line.