experience design (XD)

Getting experience design (XD) right is essential to CX transformation. But what is experience design — and how can it differentiate your brand? Read Forrester’s insights on elevating design to build more powerful customer connections.

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Insights

Blog

Adobe And Figma Should Partner Now To Supercharge The Digital Experience Ecosystem

David Truog December 20, 2023
The scuttling of their own deal won’t be the end of the Adobe-Figma story: The next chapter must be about close partnering instead.
Blog

How Poor UX Affected My Choice of Insurance Provider

Senem Guler Biyikli November 27, 2023
Learn how poor UX directly affected this analyst’s choice of insurance provider — and how to avoid the same mistakes.

Global

Don’t Miss Our Live 2024 Predictions Deep Dive

Join us on January 18 to hear from the tech, CX, and B2B analysts behind our 2024 global predictions and get an important generative AI update from Forrester’s CEO, George Colony.

Blog

People Avoid Chatbots — Here’s How Your Company Can Make Its Bot Better

David Truog November 14, 2023
Creating an effective chatbot is hard. To get it right, you need to master conversation design, a new discipline for creating experiences that are based on conversational AI, and you need to know where and when to use new technologies like generative AI.
Blog

Predictions 2024: CX Teams Should Buckle Up For A “Fun” Ride

Judy Weader October 25, 2023
In 2024, we expect that CX leaders will continue to navigate variable footing, in some cases finding themselves caught in the crossfire between new tech and old policies. Prepare yourself for the new year with a preview of our 2024 predictions.
Blog

Adobe’s GenAI Acceleration Bodes Well For Your Company’s Creativity

David Truog October 18, 2023
Most genAI discussions focus on what’s technically possible, not the human, societal, and legal dimensions, but Adobe has become a leader in recognizing and addressing those, which is essential to readying genAI for business. Last week, the company accelerated its lead, with significant roll-outs and announcements at its annual Adobe MAX event for design professionals. I share my thoughts in this new blog post.
Podcast

326: CX Safari

The CX Cast October 17, 2023
In this episode, CX Cast host and Forrester VP and Research Director Martin Gill joins Senior Analyst Michelle Beeson to describe a workshop activity they used to bring the frameworks of value for customer to life. They had participants, who represented different companies and industries, try out a combination of mystery shopping and ethnographic research by visiting coffee shops in London. Listen to hear about the frameworks, design, and approach used for the activity and how your company can put it in place.
Podcast

325: The State Of CX Teams

The CX Cast October 11, 2023
Every year, Forrester’s global survey of firms’ customer experience (CX) programs presents up-to-date insights into CX teams. Variation across CX teams, including team size, responsibility, and budget, is a main theme in the 2023 results. Principal Analyst Judy Weader, whose upcoming report dives into the survey results, joins us to discuss her findings.

60% Of Skeptics Will Use (And Love!) GenAI

Surprised? Download Forrester’s 2024 Predictions guide to see why progress will be driven by exploration — and 14 other global predictions on AI, privacy, B2B buyers, hybrid work, and more.

Blog

Do You Understand GenAI? You Need To, Especially If You’re A CX Leader

David Truog October 3, 2023
Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do. So last week we published a new, FAQ-style report […]
Webinar

Spark An Innovation Culture With Design Thinking

Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.
Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

Generative AI Can Help Design Now — And It’s Just The Beginning

David Truog July 10, 2023
Generative AI will transform design — and not merely by creating images, which are just the visible tip of the design iceberg, but by assisting with designing products and interactions, improving user research, and more.
Blog

Introducing The Digital Accessibility Platforms Landscape, Q2 2023

Gina Bhawalkar June 29, 2023
I aim to help clients understand the technologies available to help them scale and report on the progress of their accessibility programs, starting with our just published Forrester Landscape on the Digital Accessibility Platforms market.
Blog

Figma’s Embrace Of Developers And AI Expands And Evolves Design

David Truog June 26, 2023
After Figma’s announcements last week at Config 2023, bridging design and development the right way and stepping smartly into AI-assisted digital product creation, we predict that the company will add modes for other roles, too, in addition to designers and developers, leading to a more inclusive and collaborative understanding of design.
Blog

Design Responsibly To Earn Trust

Gina Bhawalkar May 16, 2023
What does it mean to practice human-centered design? The answer to that question is evolving. If you’ve read my research, you know it’s critical for businesses to embed accessibility and inclusive design practices into how they design and develop experiences. Doing so helps increase revenue, reduce costs, increase resilience, and build trust with customers and […]
Blog

The 2023 DXP Landscape: Composing Is The Biggest Trend And Also Biggest Challenge

Joe Cicman May 15, 2023
Discover the three biggest lessons learned by businesses new to composing their digital experience platforms.
Blog

The Humanlike Future Of Interactions With Machines

David Truog April 27, 2023
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

Aurelie L'Hostis April 26, 2023
Firms must practice responsible design to earn trust and drive sustainable value. Learn more in this blog post.

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

Three Steps To Build A Business Case For Inclusive Design

Gina Bhawalkar April 18, 2023
Businesses that create inclusive products, services, and experiences can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. Unlocking these benefits requires an intentional approach to inclusive design, something most firms lack due to low organizational understanding of why inclusive design matters and limited funding.
Blog

Companies Have Agnosia About Experiences

Carlos Casanova March 23, 2023
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them. 
Blog

Generative AI Gets An Upgrade To Business Class With Adobe Firefly

David Truog March 21, 2023
Adobe’s new Firefly service is a leap forward in comparison with other generative AI services for images — it’s a Napster-to-Apple inflection point that bodes well for the future of creativity.
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