Build Seamless Experiences Now
Experience Persistence Transforms Fragmented Interactions Into A Unified System Of Engagement
September 19, 2013
Why Read This Report
Multidevice ownership and pervasive connectivity mean customers now have, use, and expect multiple ways to interact with companies far beyond the desktop or retail outlet. This change in behavior is resulting in new patterns of engagement that blur the boundaries between customer interactions. As a result, customer experience professionals face new challenges in ensuring interactions maintain a continuity of memory and experience throughout the customer's journey. This report examines these emerging patterns of engagement, the challenges they present for customer experience professionals, and how to build continuous experiences.
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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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PurchaseTable of Contents
- Customer Interactions Blur In The Post-PC Era
- Seamless Experiences Are The Next Big Challenge For CX Pros
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RECOMMENDATIONS
- Treat Touchpoints As A Unified System Of Engagement
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WHAT IT MEANS
- Value Migrates To Cross-Touchpoint Experience Enablers
- Supplemental Material
- Related Research Documents
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