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

Experience Research And Design Leaders: Use Forrester’s New Model To Assess Your Organization’s Maturity

AJ Joplin 4 days ago
In the realm of experience research and design, achieving organizational maturity is an ongoing process of evolution and refinement. Leaders must transcend reactive, ad hoc management of their teams to embrace a systematic, data-informed approach that emphasizes responsible, strategic scale. Learn how seasoned leaders manage their organizations through the lenses of five pillars: purpose, people, […]
Blog

Enhance User Confidence In Digital Experiences To Build Trust

Senem Guler Biyikli September 26, 2024
Customers’ task completion is a measure of success for many companies, but to create a good user experience, it is just the bare minimum. There is more to consider for creating good, fulfilling experiences. Learn key practices to enhance user trust and confidence in digital experiences.

Bolster Buy-In For Your CX Priorities With A Simple Yet Powerful Tool

Watch our webinar to learn how to use Forrester’s CX Business Case On A Page template to create a winning business case for your CX initiatives.

Blog

Prioritize Accessibility In Procurement For Better CX And EX

Gina Bhawalkar September 12, 2024
My new report dives into why making accessibility a component of vendor selection is good for business and how to do it.
Blog

What Does Good Research Look Like? Three Hallmarks Of Successful Customer Research

Senem Guler Biyikli September 11, 2024
Having conversations with clients and learning from their experiences often yields new perspectives on familiar topics. We know that research must have a clear objective, be actionable, and be aligned with business goals, but is there more to consider? What does “good” research look like?
Blog

Teamwork Lessons From Config 2024

AJ Joplin July 11, 2024
Read on to learn how Figma is approaching rapid growth, organization, partnership, craftsmanship, and collaboration.
Blog

Software Design Gets An AI Infusion From Figma, And It’s Worth Trying Now

David Truog July 8, 2024
With Adobe’s $20 billion proposed acquisition of Figma called off in response to regulatory scrutiny based on insufficient understanding of how software is made, a sense of expectant curiosity surrounded Figma’s 2024 installment of Config (its annual user conference), especially about its AI strategy. Why? Because although Figma has rocketed to leadership in software interaction […]
Blog

Six Technologies Will Make Digital Experiences More Humanlike (And GenAI Is Just One Among Them)

David Truog June 3, 2024
The future of human-machine interaction will be drastically more humanlike in six ways — creative, conversational, perceptive, embodied, physical, and personified — as a result of six emerging technologies. But these technologies are still immature, and the road ahead is fraught with challenges.
Blog

A Rising Tide: Updates On NOAA’s CX Transformation

AJ Joplin April 18, 2024
Learn how working with Forrester has helped NOAA achieve a five-year CX transformation in just two years.
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.
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.
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.

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.

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.
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