Digital Customer Experience Trends, 2014

February 13th, 2014

Joana de Quintanilha VP, Principal Analyst

John Dalton

With contributors:

Tony Costa , Harley Manning , Corey Stearns

Summary

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.

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