Trends Report

Digital Customer Experience Trends, 2017

February 7th, 2017
Allegra Burnette, null
Allegra Burnette
Tony Costa, null
Tony Costa
Andrew Hogan, null
Andrew Hogan
Deanna Laufer, null
Deanna Laufer
Kelly Price, null
Kelly Price
With contributors:
David Truog , Scott Ross , Gabriella Zoia , Rachel Birrell


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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