Use Digital Insights To Drive Decision-Making

Organizations want holistic solutions for analyzing customer behaviors on their digital properties. Forrester’s 2025 data shows that digital leaders prefer to acquire digital intelligence technologies from one vendor, either as a single solution or assembled from packaged modules.

Geopolitical Tensions Put Digital Sovereignty Center Stage Even a year ago, digital sovereignty discussions primarily focused on data privacy and data protection. Increasing geopolitical volatility, tariff announcements, and possible retaliatory measures against big tech companies have cast a new light on digital sovereignty, revealing it to be protection against digital chaos.

For even more insights about this topic, check out the interactive online session featuring our experts and your peers: Predictions 2026: Digital Commerce webinar Visit the Predictions research hub to learn more. Untenable Operational Costs Push Digital Commerce Into Generative Waters 2026 will be the year that genAI goes mainstream in digital commerce — for better and worse. GenAI has forever changed commerce and the tech behind it, but this is just the start of the new normal.

How Emerging Technologies Will Transform Digital Experiences Over The Next Decade

Use The Digital Connections Tracker To Gauge The Number Of Building Blocks To help DX leaders address this challenge, we created the Digital Connections Tracker. It enables DX leaders to: 1) gauge how many devices, channels, and platforms their users connect through; and 2) build a stronger business case for investment by grounding decisions in evidence rather than assumptions. Explore our Digital Connections Tracker reports for the regions where you operate to learn from each dataset.

The same principle applies to digital products and services today: To be effective, they must be delivered through the right interaction mode that best fits customer preferences for the type of task they wish to perform. Use The Digital Moments Map To Align Your DX With Customer Tasks The Digital Moments Map helps DX professionals answer questions like, “What percentage of people in a given region prefer voice for control-oriented tasks, like adjusting a smart thermostat?”

Figure 2 Many Digital Teams Currently Use Digital Analytics Technologies A bar chart showing which technologies 689 digital business strategy decision-makers say their digital team is currently using.

Figure 2 Digital Leaders Focus On Top-Line Growth When Evaluating Success Digital business strategy decision-makers cited digital sales (40%) as the most important digital business metric that organizations used to measure the success of digital (see Figure 3). For public sector organizations, customer satisfaction (39%) was a top digital business metric used to measure digital success. We found that firms: See digital primarily as a revenue driver but still keep an eye on cost reduction.

Understand how vendors support all your digital channels, not just your websites. Many organizations mistakenly focus accessibility efforts solely on public-facing web content, but compliance requirements extend across mobile apps, documents, and other digital assets. Ask vendors how their platform helps you assess and maintain accessibility across all channels through native functionality, integrations, partnerships, or services.