Vision Report

Stop! Choose Consumer Technology Last, Not First

Follow Forrester’s POST Methodology To Avoid The Shiny Objects Trap

March 14th, 2023
Jessica Liu, Principal Analyst
Jessica Liu Principal Analyst
Cole Walsh, Researcher
Cole Walsh Researcher
Julie Ask, null
Julie Ask
With contributors:
Fiona Swerdlow , Gabrielle Raymond

Summary

When contemplating new consumer technologies, companies must make technology decisions only after first analyzing the people, objective, and strategy implications (the Forrester POST methodology). Start by understanding which digital touchpoints customers use and what content and services those touchpoints can support. By contrast, when brands place blind bets on new touchpoint additions to their consumer digital experience portfolios, they build technical debt and are far more likely to miss out on investing in touchpoints that customers ultimately will use. This report outlines the POST methodology to help companies make smart decisions about new consumer technologies.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.