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
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 […]
CX APAC — Bold Focus
Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.
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 […]
CX EMEA — Bold Focus
Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.
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.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
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 […]
Blog
Gluttonous Persuasion: The Christmas Dinner Problem Of Retail
Retailers: of course it’s ok to influence people to choose your products. What you should avoid is veering from persuasion into coercive and deceptive design (formerly referred to as dark patterns).
Blog
Get Good At Design — It’s A Wide-Open Path To Growth
Business results are increasingly tied to digital design excellence. Why is this happening? These three trends are pushing digital design to the forefront.
Don't Be On The Losing Side Of CX Trends
Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.
Blog
Digital Accessibility: How $10B In Design Spending Will Soon Be Up For Grabs Annually
(This blog is coauthored with Gina Bhawalkar.) Accessibility is one of the hottest topics in design. More and more companies are making it a business priority. We wanted to determine how big of a monetary impact accessibility will have on design technology vendors and services companies offering design. Based on our analysis, at least $10 […]
Blog
Digital Experience: The Inside Scoop As Told By 36-Plus Executives
“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
Podcast
What Is Design Debt?
What is design debt? Principal Analyst Andrew Hogan joins What It Means in advance of his talk at CX North America to discuss this hidden problem and how addressing it strengthens customer experiences.
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