Trends Report

The State Of Digital Customer Experience Technology, 2013

Findings From Forrester's Digital Customer Experience Online Survey

May 9th, 2013
Anjali Yakkundi
With contributors:
Stephen Powers , Vivian Brown


Forrester recently surveyed 233 digital customer experience professionals with decision-making roles in digital experience (DX) technologies, asking them about their strategies for the coming 12 to 24 months. Enterprises overwhelmingly plan to continue investing in DX technologies, with a clear emphasis on multichannel delivery and analytics. Given the complexities involved, most surveyed organizations rely on some outside help from agencies, consultants, and systems integrators (SIs). Accordingly, a broader group of stakeholders — including those from marketing, line-of-business, shared marketing technology groups, and eBusiness/eCommerce groups — now influence DX technology decisions. This report dives into Forrester's March 2013 Global Digital Experience Delivery Online Survey, exploring issues such as organizational models, technology priorities, and agency and SI outsourcing.

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.