Best Practice Report

Crush Customer Expectations With Anticipatory Experiences

August 9th, 2022
With contributors:

Summary

Future experiences will be more invisible and immersive. Brands will become adept at anticipating their customers’ needs and will proactively deliver relevant services at just the moment of that need. As a result, consumers will engage less frequently — but more meaningfully — with them. These experiences will seem invisible. At the same time, the on-the-glass experience where humans interact with the internet will be increasingly immersive — perhaps becoming the vaunted metaverse. This report outlines the journey from today to this future.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.