Trends Report

Digital CX Trends, 2018

April 19th, 2018
Andrew Hogan, null
Andrew Hogan
Jennifer Wise, null
Jennifer Wise
Kelly Price, null
Kelly Price
Alex Causey, null
Alex Causey
With contributors:
David Truog , William Willsea , Amelia Nickels , Shayna Neuburg


In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support CX had evolved. In this year's report, we examine how those trends are playing out. We highlight the split between companies working on basic but critical digital CX factors like image quality and form field validation and the CX pros at innovators raising the bar through initiatives like pairing up designers with algorithms and detecting emotions through interface interactions.

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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.