Trends Report

Forrester Infographic: The State Of Anticipatory Experiences In 2020

Smart Brands Will Anticipate Moments To Drive Customer Outcomes

December 7th, 2020
Julie Ask, null
Julie Ask
With contributors:
Stephen Powers , Rusty Warner , Alessia Stewart , Rachel Birrell


Today's digital experiences place too much cognitive load on consumers. Consumers seek convenience through right-sized, right-timed, and contextual experiences. Brands can deliver in their customers' moments by serving them proactively along well-understood journeys or anticipating their needs. This infographic describes where firms are in this journey today.

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