Save or Share this Report

For Customer Experience Professionals

Digital Customer Experience Trends, 2014

February 13, 2014


Why Read This Report

In 2013, the number and variety of digital touchpoints blossomed, and a new breed of digital innovators rushed forward, blending online and offline experiences. In parallel, privacy concerns resurfaced, and companies and government alike learned the hard way that failed digital experiences can have serious repercussions on profit, reputation, and even policy. These developments set the stage for two dominant trends in 2014 — a pursuit for the kind of user experience (UX) talent that underpins successful digital experiences and a focus on mobile to drive customer experience innovation. This report outlines key trends that will make up the landscape in which customer experience professionals will be working as they endeavor to improve their digital customer experiences in 2014.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

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.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • 2013: A Pivotal Year For Digital Customer Experiences
  • 2014: Digital Experiences Drive Customer Experience Innovation

  • Beg, Borrow And Steal Design Talent
  • Supplemental Material
  • Related Research Documents

Recommended Research