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For Customer Experience Professionals

A Market Researcher's Introduction To The Future Of Online Customer Experience

June 30, 2010

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Why Read This Report

The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is shrinking. And as the hardware evolves, the interfaces on the devices consumers use to connect to the Web are becoming more and more customizable. Three types of trends will shape online customer experience over the next five years: capabilities, consumers, and competition. Market research professionals can support the customer experience team by delivering insights into customer behavior, developing multichannel personas, and conducting ethnographic research to include their social media behaviors.

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  • Consumers Embrace New Technologies
  • Gen Y Is Even More Interested In New Technology

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