Summary
Forrester believes that four attributes will characterize the next phase of development of the web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant to the moment, and social as a rule, not an exception (CARS). For this report, we spoke with customer experience professionals who have already launched these types of online experiences. Our research revealed that there are four keys to designing, launching, and delivering successful CARS experiences: 1) start with consumers, not capabilities; 2) make aggregation central to your strategy; 3) turn your IT partners into your new best friends; and 4) introduce innovations with care.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).