Trends Report

Forrester's Moments Map, 2020

Take A Quantified Approach To Optimizing Your DX Portfolio

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


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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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.