Ensure Sustained Experience Quality And Innovation Through Intentional Staffing

The Questions We’re Exploring We see a near future where AI agents don’t just augment research and design workflows but help orchestrate and execute — with professional designers and researchers firmly in the driver’s seat. We’re not there yet, but it’s important to plan for this future. Our upcoming research will deliver practical frameworks, case studies, and decision tools to help designers and researchers move forward with clarity and confidence.

The challenges I help clients with most these days include maintaining compliance with accessibility requirements, driving adoption of a design system, and grappling with how AI will reshape the experience design profession. I was eager to attend Adobe MAX 2025 and see how Adobe is enabling enterprises to tackle these challenges and deliver on its promise of “creativity for all.”

Discover how University College London prepares future CX leaders for an AI-driven world with practical skills, real projects, and lifelong learning strategies.

We get a look into the future of digital experiences from Senior Analyst AJ Joplin, fresh off her keynote presentation at CX Summit North America. Analyst Jitin Shabadu provides some insights for CISOs and CIOs coming out of the recent Cisco Live event. If you’re making travel plans for second half of the year, be sure to check Forrester’s events page to learn how you can bring a colleague to one of our events at no additional cost.

Future experiences depend on the continuous collection and permissioned use of consumer data. Privacy-conscious consumers demand greater transparency and granular control over how their personal data is collected, used, and shared, expecting value in return. In the future, they will opt in (or out) and only provide consent for personalized experiences that are relevant and valuable to them.

In the future, consumers will opt in (or out) and only provide consent for personalized experiences that are relevant and valuable to them. Banks will turn to zero-party data experiences to capture valuable data from consumers. NatWest provides personalized financial health checks and interactive tools to gather information about customers’ financial goals, spending habits, and savings preferences in order to offer more relevant and personalized experiences. The degree of autonomy.

Dive into this Forrester blog to understand agentic commerce, conversational commerce, and genAI-augmented guided selling as the future of owned digital shopping experiences.

Replay: Volkswagen Group Australia Connects EX To CX Employee experience and customer experience are two sides of the same coin. Hear how Volkswagen Group Australia bridges EX and CX to deliver better outcomes for both employees and customers. We cover: Why EX and CX alignment matters for business performance. How to create programs that benefit employees and customers alike. Lessons from Volkswagen’s approach that you can adapt to your organization.

If a large portion of your customer base is skeptical or fearful of AI, how can any AI-powered experience truly succeed? Yet if distrust in AI is the new normal, a unique opportunity lies in the hands of every organization as it navigates the most powerful technological revolution of their corporate life: reshaping customers’ trust expectations and experiences. Make no mistake, succeeding means going well beyond just compliance or ethics checklists.