Digital CX is evolving from feature-focused to human-centered design due in large part to the widespread adoption of AI, voice command, and touch features—and companies can no longer take a touchpoint-by-touchpoint, feature-focused approach to connect with their audience. Through their research, Forrester has identified 9 trends to be aware of, and get ahead of, in 2019.
In this recent Forrester Report, Digital CX Trends, 2019: Digital CX And Human-Centered Experience Design Align — At Last, you’ll discover ways to:
- Shift from the touchpoint CX mindset to human-centered design
- Take advantage of the opportunities and avoid the perils associated with these CX trends
- Meld physical spaces with digital devices to create holistic experiences
- Improve UX/UI by incorporating ethical and personal data protection design