Trends Report

Digital CX Trends, 2018

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

Summary

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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