Digital Customer Experience Trends To Watch, 2013

By Ron Rogowski, Forrester Research

Why Read This Report

Digital touchpoints support an increasingly large percentage of the overall customer experience. 2012 saw the emergence of several important digital customer experience trends that will gain momentum as firms look to unify the cross-touchpoint experiences they deliver in 2013. This report outlines key trends that will make up the landscape that customer experience professionals will be working in as they take strides to improve their digital customer experiences in 2013.

2012 Trends point to more unified experiences in 2013

What types of digital experiences will shape the customer experience landscape in 2013? To find out, Forrester analyzed digital customer experience trends that gathered momentum in 2012 and uncovered innovations that will have wide-ranging implications for the next year. According to our analysis, 2013 will be a year in which companies focus on unifying experiences for their customers.

Download this report below to read more.