Trends Report

Choose And Optimize Digital Touchpoints To Fit Your Customers’ Needs

Brands Should Deliver Convenient, Empowering, And Emotional Experiences

April 10th, 2023
Dipanjan Chatterjee, VP, Principal Analyst
Dipanjan Chatterjee VP, Principal Analyst
Julie Ask, null
Julie Ask
With contributors:
Fiona Swerdlow , Mike Proulx , Melissa Bongarzone , Taylor Hansen

Summary

Consumers look for convenient, empowering, and engaging ways to complete typical activities. To provide these consumers with the best digital experience, brands must choose the most appropriate digital touchpoints. For example, task-oriented activities are best accomplished by high-convenience touchpoints such as voice-enabled interfaces, whereas touchpoints like chat or augmented reality better serve more complex activities. This report helps digital business leaders make smart decisions in choosing the best digital touchpoints to engage with their consumers.

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