Predictions Report

2011 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

January 14th, 2011
With contributors:
Harley Manning , Megan Burns , Vidya Drego , Paul Hagen , Moira Dorsey , Belle Bocal

Summary

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.

Want to read the full report?

This report is available for individual purchase ($795).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.