Andrew is the lead analyst for Forrester’s research on design. In addition to this overview responsibility, his areas of expertise include 1) design for employee tools; 2) intersection of data, AI, and design; 3) design consultancies and providers; and 4) the growth of the design industry. His analysis has appeared in The Wall Street Journal, CNN, Business Insider, Ad Age, CIO.com, TechRepublic, and The Customer.
Learn where the mobile sites of six Canadian banks excel (and lag) at meeting customers’ expectations when opening a chequing account.
This report identifies where these companies excel — and where they lag — and what digital business strategy and customer experience (CX) executives can learn from them.
The next wave of AI adoption will be responsible, immersive, creative, and embedded, and we expect enterprises in 2022 to make tangible steps in this direction.
In 2022, CX teams will shift tactics to meet pandemic-related challenges head-on but won’t expand their influence across the board, instead targeting areas where they can be most impactful.
Your customers won’t flock to your new digital self-service experiences just because you build them. Take a methodical approach to drive preference for new experiences.
In this report, learn how to work with XD providers to build or amplify your internal design efforts.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.