Forrester

Why Read This Report

Today's rush to reach customers on their smartphones and tablets is just the beginning of an explosion of software-fueled digital touchpoints. Smartphones, tablets, eReaders, games, smart TV, goggles . . . there's no end in sight. Each touchpoint represents a distinct opportunity to engage, service, and support customers but cannot be an island. Customers expect a unified, consistent experience across the several touchpoints they use when engaging your firm. Your role in a unified customer experience strategy: Lead the search for the right common practices, talents, and technologies to meet the challenge of unified customer experience. This report discusses the technology, skills, and organizational future of digital experience delivery how application development and delivery professionals can bring about that future.