customer-centric design
One of the hallmarks of any industry leader is its ability to put the customer at the center of all activity. Use these insights to move your organization toward customer-centric design.
Discover how Forrester supports customer experience leaders.
Insights
Podcast
How Creative Commerce Fuels Loyalty Across The Customer Lifecycle
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.
Blog
Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
The Humanlike Future Of Interactions With Machines
In a major, accelerating trend, interactions between people and machines are becoming more like those between people.
Blog
Practice Responsible Design — It’s A Matter Of Trust
Firms must practice responsible design to earn trust and drive sustainable value. Learn more in this blog post.
Blog
Oh, What A Crisis Can Do!
It’s not proven that Winston Churchill said “Never let a crisis go to waste.” But whoever said it, they could have been talking about chatbot deployments. Our world is littered with unloved chatbots, useless offerings that deliver horrible experiences and are used by no one. Typically, this is the result of trying to boil the ocean, overthink things, and attempt to create the perfect chatbot right out of the gate. Brands that build their chatbots in response to a crisis don’t have time to overthink anything — they just do it, and this has led to some very successful deployments.
Blog
Explore The End Of The Customer Lifecycle At CX APAC 2023
Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up. As both consumers and businesses race forward, […]
Blog
What You Can Learn From The Guy Who Built A New Kind Of Bike By Removing The Pedals
You’d be forgiven for not noticing a fundamental change in the pedagogical methods for teaching kids to ride a bike: Training wheels are out; balance bikes are in. Actually, if you’re a parent of anyone under 15, you probably have noticed this shift. But within this shift lies a potent lesson in the power of […]
Where Are CX Leaders Targeting Their 2024 Spend?
Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.
Blog
Design For Empathy To Build Deeper Connections With Your Customers
Empathizing with customers is almost always the first step in design frameworks. Learn how to take the next step and embed empathy into your entire design process.
Blog
Designers Are Your Anchor In An Uncertain Economy
As we head into another year of economic uncertainty, panic and fear seem to be gripping many organizations. However, given the shifts in design awareness and transitions over the last decade from “what it looks like” to “how it works,” we predict that designers and the experience design community will be more important than ever.
Blog
Diversity And Inclusion Matter In The Digital Context
A lack of diversity, equity, and inclusion (DEI) in digital teams poses some unique challenges: biased AI, harmful or inaccessible digital products and experiences, and challenges with recruiting and retaining digital talent. Learn how to tackle these challenges.
Blog
How Exploration Drives Breakthrough Digital Business Strategies
A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.
Blog
Meet The Analyst Covering Design Workflow: Sheila Mahoutchian
What Topics Will You Be Covering At Forrester? I’m excited to dive deep into coverage areas revolving around design workflows, tools, and services for the customer experience (CX) function. Some buckets I hope to explore in this realm include: Design thinking in practice and how to make it accessible, specifically for collaboration teams that work […]
Steer Your CX Budget With Our 2024 Benchmark Data
Join Forrester analysts for a LIVE webinar on Aug. 24 to explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
“You’re Dead To Me,” Said The Patient To Their Patient Portal
Read this blog to understand what precision nudging is and how it will help improve patient communication, engagement, and outcomes.
Blog
European Union Ruled: Shady Design Practices Are Illegal
The EU has adopted a set of regulations that condemn misleading techniques such as dark patterns. In doing so, the EU sets new standards, catching digital businesses that over-focus on conversion funnels and possibly use deceptive design techniques red-handed. The user experience (UX) community that has been advocating for ethical design for years without getting […]
Blog
You Are Missing Out On Customer Feedback, And It’s On You
Customers share their experiences in multiple ways. Are you capturing it?
Podcast
The Business Case For Inclusive Design
Why has inclusive design become so important? On this episode of What It Means, Principal Analyst Gina Bhawalkar and UX Researcher Senem Biyikli delve into the multi-faceted benefits of inclusive design.
Webinar
Design For Confidence In Digital Experiences
Discover why your digital experiences need to make customers feel confident about the choices they make, and how to achieve that through deliberate design.
Blog
Let’s Discover The State Of Customer Obsession In Government
Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. This means putting customers at the center of strategy, leadership behaviors, and everyday operations — an approach that Forrester calls customer obsession. Most government organizations want to be more customer obsessed. But […]
Blog
Simplicity Underpins Future Payment Fabric And The Future Of Payments
The future of payments will see firms shift focus from consumers toward businesses, embedding payment technology (not payments), and programmable payments in a quest to mitigate complexity.
Blog
Great Solutions Compete For The Best Mobile Innovation For Accessibility And Inclusion Award
I have been part of the Global Mobile Awards (GLOMO) jury for several years and have each year discovered inspirational competitors. This year, I judged one of the Tech4Good categories, and I found it particularly difficult to come to a final ranking. The three finalists illustrate perfectly how technology can be a powerful driver for […]
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