Trends Report

The Dawn Of Anticipatory CX

Anticipation Is The Missing Link In Staying Ahead Of Rising Expectations

July 12th, 2016
RH
Ryan Hart
With contributors:
Frederic Giron , Michael Barnes , Diane Deng , Harley Manning , Bill Nagel

Summary

Welcome to the dawn of anticipatory CX. Customer expectations are rising faster than companies can evolve their value propositions, creating unprecedented urgency among business leaders. Customer experience (CX) professionals need to expand their tool set to allow them to manage customer expectations as early as possible and to build and sustain positive emotional momentum throughout the journey. This report explains how CX pros can use the power of anticipation and describes best practices for creating more profound, more compelling experiences that sustain long-term impact.

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.