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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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
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.
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
Introducing The Digital Accessibility Platforms Landscape, Q2 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
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
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
Discover the three biggest lessons learned by businesses new to composing their digital experience platforms.
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.
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.
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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
Three Steps To Build A Business Case For Inclusive Design
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
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
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.
Blog
Generative AI Needs Design And Will Transform It
Generative AI makes the nature of creativity an explosively mainstream topic rather than the exclusive domain of philosophers. It shows machines can be creative — somewhat. But their pool of inspiration will get stale without human replenishment.
Blog
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
You Need A Design System — Here’s Why
Our research shows that the best organizations use a design system to streamline and scale experience design (XD). Learn the benefits of a design system.
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
All I Want For Christmas Is An Accessibility Expert
Twenty-seven percent of design teams plan to hire accessibility experts in the next 12 months. Learn what success in the role requires.
Blog
Adopt Inclusive Design Practices That Put Users First This Holiday Season
Incorporate inclusive design this holiday season by prioritizing digital accessibility, using inclusive language, and showing that you care.
Blog
Auto Manufacturers Need Better Design To Stop Failing Customers
The 2022 Paris Motor Show (Mondial de l’Automobile) disappointed, both because of the absence of major manufacturers but, above all, because of the lack of a long-term strategy that looks beyond ownership of a vehicle and explores sustainable solutions. While Electric Cars Are Greener, They Are Not The End Solution With the ban of fossil-fuel […]
Blog
Learn From Amazon’s Approach To Innovation
Investigate the concepts that guide Amazon’s approach to innovation. There will be elements of great relevance for your organization. You can learn from and embrace these elements to fundamentally rethink your own approach to innovation.
Blog
Five Months Worth Of Takes On The Digital Accessibility Space
Much has happened within a short span of time that signals the growing importance of creating experiences that are accessible to all.
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