Today, it is vital for companies to understand and connect to every moment of the digital customer journey. But for most organizations, there are so many delivery challenges that they can’t do it alone: 84% of companies we surveyed use agencies and/or system integrator partners to help deliver digital customer experiences.
Choosing the right services firm takes some match-making magic: the partnership can either end up as a happy marriage or end in bitter divorce. In order to help Forrester clients, we recently released our report, Market Overview: Digital Experience Services Providers 2015, in order to provide an overview of nearly 50 services vendors with significant digital experience delivery practices. These are all vendors that have experience helping firms strategize, design, implement, and optimize customer-facing web and mobile experiences. Over the course of this research we discovered:
- Despite similar messaging, services vendors come from distinctive DNAs. Thousands of services providers have popped up, hoping to help firms solve these digital experience delivery challenges. But despite similar vendor promises that they can “solve it all” we found that firms come from a variety of different DNAs (e.g. technical services, global agencies, specialist agencies, consultancies) that reveal which types of initiatives they are best –fit to help solve. For example, technical services firms are often better suited for initiatives with heavy integration needs and large, complex global implementations.