Data Overview Report

Digital CX Trends, 2019

Digital CX And Human-Centered Experience Design Align — At Last

April 22nd, 2019
Andrew Hogan, null
Andrew Hogan
Kelly Price, null
Kelly Price
Jennifer Wise, null
Jennifer Wise
Karine Cardona-Smits, null
Karine Cardona-Smits
With contributors:
David Truog , Fatemeh Khatibloo , Amelia Nickels , Amanda Chen , Shayna Neuburg


Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. This report outlines nine trends illustrating this 2019 shift that companies seeking to improve their customers' experiences must know — and get ahead of.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.