Executive Summary (This is a document excerpt)

Forrester uses expert reviews of Web sites, IVRs, kiosks, and email in our research to uncover best and worst experience design practices. We also use evaluations to help clients uncover their own customer experience flaws. As a result, we regularly get questions about this type of testing. This best practices document provides answers to many of the common questions that we have heard — along with references to a number of other research documents that provide even deeper answers.

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