Join “Mr. Prediction” Mike Proulx, VP, Research Director, as he leads an exciting interactive discussion with Forrester’s experts and your peers examining the status of Forrester’s 2026 predictions for customer experience.Key takeaways: See which predictions have come true or on track to come true, and the global factors triggering them. Uncover new insights into why some predictions haven’t or won’t come true in 2026 based on Forrester’s expert analysis. Prepare your team and organization for the second half of 2026 with a bonus prediction.Target audience level: all levels

This role profile provides a job description and competencies for the head of design role. This role is responsible for building, scaling, and leading design teams; advocating for resources; evangelizing design internally and externally; and helping the organization use AI responsibly to improve experience quality, collaboration, and design impact.

Customer experience (CX) leaders enter the budget planning cycle for 2027 under greater pressure to scale AI amid volatility. While global CX leaders are optimistic about their resources, organizations risk scaling fragmented data, inconsistent processes, and weak CX foundations — ultimately amplifying dysfunction. To succeed, CX leaders must fund core capabilities like connected data, journey ownership, and governance; cut spend on outdated and low-value activities; and experiment with AI-driven ways to enhance decision-making. This report gives CX leaders practical guidance on where to increase, decrease, avoid, and experiment with CX investments to drive sustainable impact in 2027.

Automotive firms that design for an “average” driver risk overlooking significant opportunities for growth and innovation. Inclusive design helps OEMs uncover unmet customer needs, create better experiences for more people, and turn accessibility into a competitive advantage.

To compete, automotive firms must meet the needs of a far more diverse population than their current designs assume. Companies that embed inclusive design early, test with diverse users, and create flexible digital and physical experiences can serve a broader user base, reduce costly retrofits, and strengthen brand perception. Designing for edge cases unlocks innovations that benefit all users, turning accessibility features into mainstream advantages. This report shows automotive leaders which barriers to inclusion the industry faces and shares best practices to make inclusive design a core part of their business.

This role profile provides a job description and competencies for the product designer role. This role is responsible for designing customer-centric products by gathering insights, ideating, prototyping solutions, testing solutions with customers, and collaborating with product managers and developers to build and launch experiences. Product designers serve as advocates for the customers in the product development process, championing human-centered design practices. The successful candidate for this role will be someone who’s curious about customers and their needs and adept at guiding cross-functional teams in using those insights to shape the organization’s experiences.

On May 28, we joined the research community at UserTesting’s Crafted event in Seattle. The energy was palpable, with passionate researchers and designers eager to evolve their craft responsibly and effectively in the age of AI. A clear takeaway of the event was that building fast doesn’t matter if you’re not building the right thing. As AI makes creation easier, decisions […]

Learn how AI is transforming — not replacing — human-centered design, accelerating workflows, and helping teams deliver better customer experiences.

AI is transforming the design workflow by compressing phases, blurring roles, and reshaping how teams collaborate. Organizations that act now to embed AI enable designers and researchers to focus more on opportunity identification and product strategy — work previously crowded out by delivery pressure. To realize these benefits, design, research, digital, and CX leaders must intentionally embed AI into how they work while preserving the core principles and phases of effective design. This report explains the key shifts underway, highlights nine high-impact AI use cases across design and research, and offers practical guidance for implementing them responsibly and effectively.

Between 2018 and 2024, the Kingdom of Saudi Arabia surged from 52nd to sixth in the United Nations E-Government Development Index (EGDI). This dramatic ascent was not accidental; it’s the result of a coordinated beneficiary-centric transformation led by the Digital Government Authority (DGA), which strategically blended infrastructure modernization, capability development, open-source innovation, and experience standardization. This case study outlines how DGA operationalized its vision, aligned with global benchmarks, and used its design system to make government services consistent, accessible, and scalable.