AJ Joplin
Senior Analyst
Speaking At
Author Insights
Blog
Experience Research And Design Leaders: Use Forrester’s New Model To Assess Your Organization’s Maturity
In the realm of experience research and design, achieving organizational maturity is an ongoing process of evolution and refinement. Leaders must transcend reactive, ad hoc management of their teams to embrace a systematic, data-informed approach that emphasizes responsible, strategic scale. Learn how seasoned leaders manage their organizations through the lenses of five pillars: purpose, people, […]
Blog
Teamwork Lessons From Config 2024
Read on to learn how Figma is approaching rapid growth, organization, partnership, craftsmanship, and collaboration.
Blog
Five Questions To Ask Yourself To Get The Most Out Of Your Customer Interviews
Interviewing is a key method for gathering rich qualitative data in customer research. To get the most out of your customer interviews and produce data that drives decision-making, ask yourself these five questions.
Blog
A Rising Tide: Updates On NOAA’s CX Transformation
Learn how working with Forrester has helped NOAA achieve a five-year CX transformation in just two years.
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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.