Trends Report

Forrester's Moments Map, 2020

Take A Quantified Approach To Optimizing Your DX Portfolio

September 3rd, 2020
ES
Erin Sellers
With contributors:
Stephen Powers , Martin Gill , Gina Bhawalkar , Andrew Hogan , Adrian Chapman , Alessia Stewart , Peggy Dostie

Summary

Consumers are more connected than ever, but brands lack a nuanced understanding of how their consumers use digital experiences. As a result, they struggle to prioritize designing, building, and maintaining digital experiences in an increasingly complex environment of connected devices, platforms, and channels. Forrester's Moments Map uses a mathematical model to help digital business professionals prioritize what services to build and in what interaction mode. We've updated this report to include new consumer data in the Moments Map model.

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