Trends Report

Boost CX Quality By Using IoT In Customer Journeys

Journey Analytics Platforms Will Integrate IoT For CX Pros

March 15th, 2018
With contributors:

Summary

Customer expectations for high-quality touches are expanding beyond the mobile and web realms. Internet-of-things (IoT) technology offers new capabilities to sense and control physical products and real-world experiences. So, CIOs and customer experience (CX) pros need each other's help to weave relevant context and control available from IoT sources into customer journeys. Forrester believes that journey analytics platforms will become the integration point for working with IoT.

Want to read the full report?

This report is available for individual purchase ($1495).

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.