Skip to main content

Save or Share this Report

For Customer Experience Professionals

Digital Customer Experience Trends, 2016

December 14, 2015


  • By Allegra Burnette,
  • Leah Buley,
  • Tony Costa,
  • Andrew Hogan,
  • Deanna Laufer
  • with John Dalton,
  • Kelly Price,
  • Kara Hartig

Why Read This Report

In 2015, Forrester identified a shift in focus beyond mobile-first to a broader view of digital customer experiences that increasingly blends physical and digital interfaces. For 2016, that trend continues, and customer experience (CX) professionals should note that it highlights digitally enabled and enhanced services, with concierge services shaping up to be the new customer experience battleground.

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 ($745 USD).


Table of Contents

  • ' Changing Expectations
  • What It Means

  • Enterprise Flexibility Becomes Table Stakes
  • Related Research Documents

Recommended Research