Digital Customer Experience Trends, 2015

In 2014, Forrester identified the pursuit of user experience (UX) talent and a focus on mobile to drive customer experience innovation as two dominant digital customer experience (CX) trends. We saw these trends play out over the year and set the stage for 2015, where we will see a shift in focus beyond mobile to a broader view of digital customer experience. Companies striving to have an emotional connection with their customers will give them active control of their own experiences, while new interfaces will enter the mainstream to enrich the experience ecosystem. This report outlines key trends that will make up the landscape in which CX professionals will be working as they improve their digital customer experiences in 2015.