Toolkit

Invisible Experience Competencies Toolkit

A Guide To The Competencies Needed To Deliver Effective Invisible Experiences

January 8th, 2024
Julie Ask, null
Julie Ask
With contributors:
Fiona Swerdlow , Gabrielle Raymond

Summary

Consumers will expect convenience in the form of invisible experiences (IXes) when they seek peace of mind or need to get tasks done. Meeting these expectations requires that brands anticipate the needs of customers, dynamically assemble content, and serve them in their most important moments. However, just 14% of the brands we interviewed believe they can do so effectively, even in limited use cases. Effectively anticipating the needs of customers and serving them proactively means that enterprises must build a wide range of cross-role competencies. This toolkit outlines the breadth, depth, and maturity of those competencies.

Want to read the full report?

This report is not available for purchase at this time.

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.