Trends Report

Digital Customer Experience Trends, 2016

December 14th, 2015
With contributors:
John Dalton , Kelly Price , Kara Hartig


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.

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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.

John Dalton
Kelly Price
and Kara Hartig