Trends Report

Brief: To Effectively Engage Customers, Target Them On The Right Device

Work With Your CX Peers To Understand And Enable The Digital Customer Journey In Australia

January 21st, 2016
Tim Sheedy, null
Tim Sheedy
With contributors:
Michael Barnes , Erna Esa , Bill Nagel

Summary

You need to make it easy for customers to interact and transact with your business. To achieve this goal, many companies seek to use a similar look and feel for all of their digital properties. But this often results in a vanilla experience everywhere, while customers actually expect a variety of flavors. This report examines how Australian adults use mobile devices and how this affects their expectations. Application development and delivery (AD&D) professionals can use these insights to deliver the right capabilities or services and optimize the customer experience (CX).

Want to read the full report?

Contact us to become a client

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.