Trends Report

Digital Customer Experience Trends, 2016

December 14th, 2015
Allegra Burnette, null
Allegra Burnette
Leah Buley, null
Leah Buley
Tony Costa, null
Tony Costa
Andrew Hogan, null
Andrew Hogan
Deanna Laufer, null
Deanna Laufer
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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