Digital Customer Experience Trends to Watch, 2013

Achieving Digital Engagement hinges on a CMO’s foresight into what will become a trend in the near future. From developing an omni-channel strategy to meeting heighted customer expectations, our latest Forrester Report offering, “Digital Customer Experience Trends to Watch In 2013,” uses research from surveys conducted with industry leaders to identify tactics that will mold the landscape customer experience professionals will be working in as they take strides to improve their digital customer experiences in 2013.

Read this report to understand what marketing strategies work today … And more importantly, what’s to come.

Key Takeaways
Expectations for Digital Customer Experiences are rising

As customers add new devices to their repertoire of digital touchpoints, their expectations for experiences that adapt to their context is on the rise.

Firms take strides toward unified experiences
2012 saw the emergence of Responsive Web Design, an approach which triggers a website to atomically reorient its layout to adjust to the size of the screen of the device accessing it. In 2013, sites will do more than match displays to form factors — they’ll also reprioritize which content gets delivered depending on context.

Mobility plays a key role in shaping the experience ecosystem
In 2012, mobile devices played a big role in unifying cloud-based services. In 2013 — and beyond — mobile will become the hub for controlling connected products and will become the remote control through which people manage their everyday lives.