Forrester

Why Read This Report

Forrester recently attended the Web 2.0 Expo in New York, where presenters discussed techniques to improve customer experience. Among speakers' top recommendations for customer experience professionals: Consider user needs and goals when planning a content strategy, use simple visuals to convey complex concepts more effectively, apply usability fixes to parts of a site that generate the most call center traffic, and look outside of your industry for design best practices. Forrester's take: By using processes and methodologies that focus on user needs and goals throughout the development process, customer experience professionals can build experiences that satisfy users and eventually chart a path to Experience-Based Differentiation (EBD).