The Digital Moments Map Explained

To steer your B2C and B2B digital experience (DX) strategy, you need to know how users perform various tasks: Via a graphical user interface? Chat? Something else? Do they lean toward one for commerce but another for communication? We created the Digital Moments Map, consisting of a model and dataset, to answer questions like, “What percentage of people in a specific region engage in commerce via chat at least monthly?” The model identifies 16 task/mode combinations. The dataset assesses people’s proclivities for each based on an annual survey. We examine the dataset in new reports about each region every year. This report explains the model — read it first.