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For Customer Experience Professionals

Customer Experience In The Post-PC Era

November 3, 2015

Primary author headshot


  • By Tony Costa
  • with John Dalton,
  • Allegra Burnette,
  • Andrew Hogan,
  • Dylan Czarnecki,
  • Kara Hartig

Why Read This Report

In the post-PC era, customers expect experiences to come to them and provide services aligned with their needs and abilities in the moment. In this report, we explore how consumer experience (CX) expectations have changed and why companies need to deliver experiences that are natural, adaptive, and anticipatory. In addition, this report helps CX professionals discover what it takes to adopt a new mindset that focuses on aligning new technologies with users' needs and provides a vision of how this will affect digital customer experience improvements. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • Mapping A Customer Journey? Detours Ahead
  • Welcome To Customer Experience In The Post-PC Era
  • To Succeed In The Post-PC Era, A New Mindset Is Required
  • Recommendations

  • Prepare For Customer Experiences In The Post-PC Era
  • What It Means

  • Design Rules The Post-PC Era
  • Supplemental Material
  • Related Research Documents