digital design

The design of digital touchpoints critically impacts the quality of customer experiences. Learn digital design best practices from Forrester.

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Insights

Podcast

Will Web3 Live Up To Its Promise?

What It Means 5 days ago
Web3 proponents have a grand vision of a fairer internet. But will it ever become reality? VP, Principal Analyst Martha Bennett examines both sides of this complex question.
Blog

A Vet, Doctor, And Biomechanical Engineer Walk Into A Bar: Monitoring, Observability, And AIOps In 2022

Carlos Casanova May 16, 2022
AIOps builds upon observability and monitoring to develop deep AI driven insights that enhance human judgements. As we move from monitoring to AIOps, we also move from a reactive to active, then proactive footing before establishing the predictive capabilities AIOps promises. Biomedical devices function the same way. They use the body's telemetry and then act on it before harm is done.

Drive Engagement With Your Digital Experiences

A five-step breakdown of how to get customers to embrace new digital experiences.

Blog

Ten Principles For Designing The Metaverse

David Truog May 10, 2022
Ten principles you can use as a foundation for envisioning your organization’s path to the metaverse
Blog

The Future Of Experiences: What Your Brand Must Do Now To Power The Next Generation Of Consumer Experiences

Julie Ask May 10, 2022
The future of experiences will be more humanlike and immersive ... but also more invisible. Learn what the future holds at CX North America.
Blog

Beyond The Cartoonish Metaverse — XR Designers And Users Deserve Better

David Truog April 28, 2022
XR designers cut corners because of the limitations of headsets but XR streaming from the cloud could liberate them.
Blog

Some Research Themes For Financial Services In 2022 (Plus A Survey You Can Take To Help)

Peter Wannemacher March 22, 2022
We’ve been diving deep into a number of topics that financial services executives and their teams care about (or should care about). Here are just five of the topics we find particularly interesting: Embedded finance. A crop of fintech startups and large financial providers are investing in embedded finance — in which financial products and […]
Blog

AIOps Needs A Superstructure Of Interoperability

Carlos Casanova March 9, 2022
AIOps solutions are composed of various technology components that work together to address organizational needs. This requires an underpinning superstructure that enables interoperability. The superstructure provides connectivity horizontally across point solutions and vertically through the tiers of capability. 

Drive Transformational Change

With CX EMEA, transform your customer experience and help your organization grow. Join in London or virtually on 22—23 June.

Blog

Our List Of Kubernetes Best Practices — From The Real World

Lee Sustar February 8, 2022
Kubernetes is conquering IT infrastructure. But despite its notorious complexity, some people are doing it right. Get examples of some best practices here.
Blog

Great Solutions Compete For The Best Mobile Innovation For Accessibility And Inclusion Award

Karine Cardona-Smits January 28, 2022
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

The Metaverse Is Born — Now It Needs To Grow Up

David Truog November 15, 2021
At AWE 2021 last week it was clear that companies working on AR and VR experiences must refocus from tech to people.
Blog

Most Chatbots Disappoint — Here’s How To Make Them Better

David Truog November 9, 2021
To create an effective chatbot you need to master conversation design, a new discipline for experiences based on conversational AI.
Blog

Assess Your Company’s DX Strategy With Forrester’s Emerging Technology Survey

Julie Ask November 3, 2021
Assess your company’s DX strategy with Forrester’s Emerging Technology Survey. And see what we learned from execs in our last iteration of this research.

Design Better Chatbots

Here's how to create chatbots that customers will love.

Blog

Adobe’s Virtual Collaboration Bet Will Win If It Evolves Quickly

David Truog November 1, 2021
Helping people collaborate effectively to design experiences is a higher priority than ever. It would be high even if COVID-19 hadn’t hit us, simply because it’s increasingly clear that better experiences drive higher engagement, enrichment, retention, and recommendation. But the pandemic kicked remote work into high gear and, with it, the importance of being able […]
Blog

European Banks Still Struggle To Balance App Functionality With User Experience

Karine Cardona-Smits October 22, 2021
Mobile apps have become the channel of choice for millions of Europeans. Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Forrester Digital […]
Blog

Agent Desktops: The Silent — And Costly — Tax On Your Agents’ Time And Energy

Andrew Hogan August 26, 2021
Coauthored with Kate Leggett.  I’ve asked before if it’s a given that employees should use frustrating systems. Should employees be forced to endure extra effort just because they choose to work at a company? Do their managers believe workers have to strain to feel like a full days’ work has been done?  Kate lives this […]
Blog

Reap The Rewards Of Retail With Smart Tools For Store Associates

Scott Compton August 25, 2021
Retail associate enablement tools enhance the customer experience in the physical store and improve both labor and store operations efficiency. In a tight labor market with employee acquisition and retention top-of-mind for retailers, training associates thoroughly and enabling them to perform fewer menial tasks with greater efficiency and oversight should be a primary goal for retailers.
Blog

Get Good At Design — It’s A Wide-Open Path To Growth

David Truog August 17, 2021
Business results are increasingly tied to digital design excellence. Why is this happening? These three trends are pushing digital design to the forefront.
Blog

How New Digital Analytics Funding Will Improve Design

Andrew Hogan May 26, 2021
Digital analytics will become a more powerful force in design, as recent consolidation in the interface experience analytics technology space indicates. Learn more.
Blog

The $162 Billion Design Industry Won’t Stop Growing

Andrew Hogan March 24, 2021
We estimate the size of the global design industry to be $162 billion and believe multiple software categories used in design will grow more than 20% this year. Find out why.
Blog

Customers Are Staying Home — So Prioritize Digital UX

David Truog March 27, 2020
With customers worldwide coping with the pandemic, companies need to recalibrate customer experience (CX) efforts, and with most people cooped up at home, it’s suddenly more important than ever to get digital experiences right.