Why Read This
During the past few years, Forrester has seen tremendous momentum for digital design projects as digital touchpoints proliferate. And the trend held true this year, too: A recent survey of Forrester's Customer Experience Peer Research Panel revealed that the vast majority of firms are planning large-scale digital experience projects in 2012. This report outlines the landscape of Forrester's solution for customer experience professionals working on digital customer experience improvement. This report is designed to help you discover which design tools and research methodologies companies plan to use in 2012, how much they plan to spend on those projects, and how they'll staff them.