Save or Share this Report

For Customer Experience Professionals

Scenario Design Unifies The Splinternet Customer Experience

June 25, 2012

Primary author headshot


Why Read This Report

Companies have historically failed to meet the needs of their customers in individual channels. As customers increasingly engage with multiple channels in pursuit of a single goal, companies need to deliver better, more unified customer experiences within and across touchpoints. To do this, they need to adopt scenario design, which asks and answers three questions: Who are your customers, what are their goals, and how can you help them accomplish those goals? To help customer experience professionals discover the vision that leads to digital customer experience improvement, this document explains the role of scenario design in today's fragmented landscape of touchpoints that Forrester calls the splinternet.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Organizations Need To Deliver Better, More Unified Experiences
  • Scenario Design: A Disciplined Approach To Unifying The Splinternet

  • Turn Scenario Design Into A Core Competence
  • Related Research Documents

Recommended Research