Trends Report

Forrester Infographic: The 3D Connected Consumer In 2019

January 8th, 2020

Summary

Three dimensions — devices, platforms, and channels — now define how connected consumers are, and brands must serve their customers wherever they are in these complex ecosystems. The number of devices they use to connect to the internet is becoming less relevant; more relevant is the services or platforms they use on these devices and how they access content and services online. Firms don’t reach far enough to meet their customers in their moment of need, but they are starting to catch up. Firms should map their channel strategy to customer ecosystems by breaking free from a device mentality, owning as many moments as they can and borrowing the rest, and orchestrating a portfolio of digital channels.

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