Summary
In 2013, the number and variety of digital touchpoints blossomed, and a new breed of digital innovators rushed forward, blending online and offline experiences. In parallel, privacy concerns resurfaced, and companies and government alike learned the hard way that failed digital experiences can have serious repercussions on profit, reputation, and even policy. These developments set the stage for two dominant trends in 2014 — a pursuit for the kind of user experience (UX) talent that underpins successful digital experiences and a focus on mobile to drive customer experience innovation. This report outlines key trends that will make up the landscape in which customer experience professionals will be working as they endeavor to improve their digital customer experiences in 2014.
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.