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Use Forrester’s Tools To Understand Where Your Customers Access The Internet

Don’t Place Blind Bets On Your Digital Touchpoint Portfolio

April 18th, 2023
Brian Mukasa, Data Researcher
Brian Mukasa Data Researcher
Julie Ask, null
Julie Ask
With contributors:
Fiona Swerdlow , Taylor Hansen

Summary

US online adults connect to the internet on a median of 14 different devices, platforms, and channels. The combination of these three elements dramatically increases the digital touchpoint possibilities. The current landscape is nuanced, but future complexities will be even greater as the types of devices, platforms, and channels expand yet further. Businesses do not have unlimited resources to serve their customers in every possible place, let alone interface (e.g., direct messaging, voice) with which they access internet services. This report helps digital business leaders use Forrester’s 3D Connected Consumer and Moments Map models to make smart digital touchpoint portfolio decisions.

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