Data Overview Report

Forrester’s Moments Map, 2022

Take A Quantified Approach To Optimizing Your Digital Experience Portfolio

September 30th, 2022
Julie Ask, null
Julie Ask
Cortney Eldridge
With contributors:
Fiona Swerdlow , Carley Ward , Taylor Hansen , Rachel Birrell

Consumers are more connected than ever, but brands lack a nuanced understanding of how their customers 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 helps digital business professionals prioritize which interaction mode to use to offer content or services to customers. This report updates our earlier research to include new consumer data and methodologies 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.