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For Customer Experience Professionals

Digital CX Trends, 2018

Landscape: The Digital Customer Experience Improvement Playbook

April 19, 2018


Why Read This Report

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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Table of Contents

  • Some Of Our 2017 Trends Spread; Others Flatlined Or Mutated
  • What It Means

  • Being Human Will Remain The Most Important Part Of Digital CX
  • Supplemental Material
  • Related Research Documents

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