Summary
Consumers are more connected than ever, but brands lack a nuanced understanding of how their customers use digital experiences. As a result, they struggle to prioritize designing, building, and maintaining digital experiences in an increasingly complex environment of connected devices, platforms, and channels. Forrester’s Moments Map helps digital business professionals prioritize which interaction mode to use to offer content or services to customers. This report updates our earlier research to include new consumer data and methodologies in the Moments Map model.
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