Trends Report

The State Of Digital Customer Experience Technology, 2013

Findings From Forrester's Digital Customer Experience Online Survey

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

Summary

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.

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