The Future Of Online Customer Experience
It Looks Customized, Aggregated, Relevant, And Social
January 28, 2010
Why Read This Report
Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to the moment, and social as a rule, not an exception. In this report, we highlight companies that are providing online experiences that already exhibit one or more of these characteristics. To prepare for the future, customer experience professionals should develop multichannel personas, include social media behaviors in ethnographic research, prepare atomized content, establish an environment for testing new experiences, and seek out highly skilled interaction designers.
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Tools And Templates
Models and Calculators
- Consumers Embrace New Technologies
- Gen Y Is Even More Interested In New Technology
Table of Contents
- New Technologies Follow A Pattern: Imitation Followed By Evolution
- Three Types Of Trends Will Shape Online Customer Experience
- Four Attributes Will Characterize The Next Phase Of Online Experiences
- Get Ready Now
WHAT IT MEANS
- The Explosion Of "Online Experience" Beyond The PC Will Have A Ripple Effect
- Supplemental Material
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