Vision Report

The Future Of IT Experience Monitoring Is Human Centric

Key Trends Impacting How IT Monitors Employee And Customer Experience

January 26th, 2024
With contributors:


Technologies to monitor customer and employee experiences are more important than ever. Companies overly focus on monitoring discrete technologies and fail to understand the human behind the experience. This research dives into the key trends impacting the future of experience monitoring and unveils a human-centric experience monitoring approach with six major changes.

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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.