David researches innovation, ideas, tools, and best practices at the intersection of technology and design. He focuses especially on designing for emerging technologies, including conversational AI (voice and text assistants) and extended reality (augmented reality, mixed reality, and virtual reality) because creating great experiences in an emerging medium is more of a challenge than in one with well-established best practices.
This assessment tool helps CX and design leaders determine the maturity of an organization’s design efforts.
People will perceive a personality in your chatbot whether you meant it to have one or not — so design the personality; don’t let it be an accident.
Most chatbots disappoint, but yours can delight — if you master conversation design, a new discipline for experiences based on conversational AI.
For chatbot success, you need to decide what your chatbot must do for users — and that requires designing a set of intents based on real research.
This report distills the basics of CX into a 5-minute read with explanations in plain language that CX pros can use when communicating with colleagues to help them tap the power of great CX to drive success.
This report explains how to reap the rewards of designing well — adopt the design framework, above all, and also: 1) know how design teams are evolving, 2) conquer the myths about design, and 3) plan how you will scale design effectively.
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.
