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For CIOs

Wanted: Digital Engagement Providers

April 1, 2015


  • By Ted Schadler,
  • John McCarthy
  • with Khalid Kark,
  • Nancy Wang,
  • Rachael Klehm

Why Read This Report

Building and delivering great mobile experiences will be the beating heart of your customer engagement strategy for the next 10 years. The challenge of making a simple, intuitive app that fronts a complex system of engagement will stretch the abilities and swamp the resources of most firms. For help, firms increasingly turn to vendors that possess a connected portfolio of engagement competencies and management skills. The result will be a new market for digital engagement providers that will grow to $32.4 billion by 2018. No vendor can do all of this today, but suppliers from six categories — digital agencies, management consultancies, mobile specialists, product development specialists, systems integrators, and telcos — are chasing the prize. The payoff for vendors that make this investment will be to earn a seat at your table as a long-term partner in your engagement success. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Desire And Complexity Create A $32.4 Billion Market For Mobile Services
  • Wanted: A New Breed Of Digital Engagement Providers
  • A Market Of Digital Engagement Providers Is Coming Into Focus

  • CIOs: Cultivate A "Provider Of Record" To Be Your Strategic Partner

  • Digital Engagement Providers: Earn Your Seat At The Table
  • Supplemental Material
  • Related Research Documents

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