Skip to main content

Save or Share this Report

For Customer Experience Professionals

The Future Of Customer Experiences

Vision: The Digital Customer Experience Improvement Playbook

June 21, 2016

Primary author headshot


Why Read This Report

The blurring of boundaries between physical and digital experiences, the emergence of new interfaces like virtual reality, the rise of artificial intelligence, and the ever-increasing portability of experiences usher in a new era for customer experience (CX). To cope, CX professionals need a new approach to experience design.

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 ($745 USD).


Table of Contents

  • We're On The Brink Of A New Era For Customer Experiences
  • The New Framework For Experience Design: Wayfinding
  • Recommendations

  • Put The Principles To Practice
  • Related Research Documents