Digital CX Trends, 2018

April 19th, 2018

Joana de Quintanilha VP, Principal Analyst

Andrew Hogan

Jennifer Wise

Kelly Price

Alex Causey

With contributors:

David Truog , William Willsea , Amelia Nickels , Shayna Neuburg

Summary

In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support CX had evolved. In this year's report, we examine how those trends are playing out. We highlight the split between companies working on basic but critical digital CX factors like image quality and form field validation and the CX pros at innovators raising the bar through initiatives like pairing up designers with algorithms and detecting emotions through interface interactions.

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