Forrester

Why Read This Report

Forrester believes that four attributes will characterize the next phase of development of the web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to the moment, and social as a rule, not an exception (CARS). For this report, we spoke with customer experience professionals who have already launched these types of online experiences. Our research revealed that there are four keys to designing, launching, and delivering successful CARS experiences: 1) start with consumers, not capabilities; 2) make aggregation central to your strategy; 3) turn your IT partners into your new best friends; and 4) introduce innovations with care.