Trends Report

Digital Customer Experience Trends, 2016

December 14th, 2015
AB
Allegra Burnette
LB
Leah Buley
TC
Tony Costa
AH
Andrew Hogan
DL
Deanna Laufer
With contributors:
John Dalton , Kelly Price , Kara Hartig

Summary

In 2015, Forrester identified a shift in focus beyond mobile-first to a broader view of digital customer experiences that increasingly blends physical and digital interfaces. For 2016, that trend continues, and customer experience (CX) professionals should note that it highlights digitally enabled and enhanced services, with concierge services shaping up to be the new customer experience battleground.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.