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.
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