AJ Joplin
Senior Analyst
Author Insights
Blog
Four Indicators: Is Your Customer Experience An Afterthought?
An alarming number of companies still focus on everything but customer experience. Let’s look at the systemic issues behind this lack of focus.
Blog
Five Findings From Forrester’s Digital Experience Review™ Of Retail Mobile Sites
More than half of US online adults use smartphones to research and purchase products and services, making retail mobile websites an integral part of the shopping journey. In our newly published report, The Forrester Digital Experience Review™: US Retail Mobile Sites, Q4 2022, we reviewed the mobile websites of 10 retailers — Best Buy, Kohl’s, […]
Blog
Why You Must Assess Experiences For Inclusion — And How
You want to create inclusive experiences for your customers. You have a diverse and inclusive design team and practice inclusive design. But once you create the experiences you wanted, how do you know if you succeeded in making them truly inclusive?
Blog
Five Digital CX And Design Trends Worth Watching In 2022
Forrester’s CX analysts have released “Digital CX And Design Trends, 2022” — here’s a preview.