Why you'll want to read:
In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support CX had evolved.
In this year's report, we examine how those trends are playing out. We highlight the split between companies working on basic but critical digital CX factors like image quality and form field validation and the CX pros at innovators raising the bar through initiatives like pairing up designers with algorithms and detecting emotions through interface interactions.
Our takeaways include:
- Innovation Is Scaling And Conversations Are Evolving
- A Tale Of Two Digital CX Realities;
- Make Sure Digital Experiences Stay Human
David is a research director for the customer experience practice at Forrester. His team primarily focuses on helping CX leaders provide more effective and enjoyable customer experiences.