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For Customer Experience Professionals

Digital Customer Experience Trends, 2017

February 7, 2017

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Why Read This Report

In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine how those trends are playing out and highlight two new ones gaining momentum as we enter 2017: 1) artificial intelligence (AI), voice, and biometric capabilities further transforming user interfaces and 2) companies becoming more disciplined in their innovation efforts.

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Table of Contents

  • — With Some Adjustment To Business Reality
  • — And Inside Firms, Too
  • What It Means

  • Winning Firms Will Become More Human
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