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
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Figma Config 2025: In An AI World, Design Matters More Than Ever
New Figma products embrace AI, but Figma Sites fails to adhere to accessibility standards.
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How Emerging Tech Will Transform Digital Banking Experiences Over The Next Decade
Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences. As a result, digital banking experiences are evolving to become more assistive, anticipatory, and agentic, empowering consumers in unprecedented ways.
Transform Journey Maps Into CX Breakthroughs
Come to CX Summit EMEA to boost customer journeys with proven frameworks. Explore value lenses, checklists, examples, and tools to drive success while balancing quick fixes with breakthrough strategies.
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Guide Your Digital Experience Strategy With Forrester’s Digital Connections Tracker And Moments Map
We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product, but not many people use it — and we don’t know why” or “We have a chatbot, but customers are not using it, so how can we drive engagement?”
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The Future Of Digital Experiences: A Human-Centered, Empowering Journey
Emerging technologies are transforming digital experiences, which are evolving to become more human-centered, assistive, anticipatory, and agentic.
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Qualtrics X4 Highlights: AI-Powered Research Is Expanding
What do AI-powered advancements such as Experience Agents and Qualtrics Edge mean for experience research today and in the future? Here are three takeaways from Qualtrics X4.
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Design GenAI-Powered Experiences Responsibly
Design leaders should answer 12 questions to ensure that their teams are using generative AI responsibly.
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Accessibility Is Still Vital For Businesses
Accessibility is still vital for businesses despite recent federal actions.
Loyalty And Brand Growth — What’s Working For Top Brands?
Attend CX Summit on June 23–26 to learn secrets to success from American Express, Hilton, T-Mobile, Lowe's, and other brand leaders! Discover how they drive loyalty, revenue, and growth.
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2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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Bring The Voice Of People With Disabilities Into Your VoC Program
Most organizations lack one of the most critical elements of an accessibility program: direct feedback from people with disabilities. If you’re leading accessibility work, learn the benefits of collaborating with with your organization’s voice-of-the-customer (VoC) team.
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Retailers: Boost User Confidence This Holiday Season
This holiday season, increase your customers’ confidence in your digital experiences with four best practices.
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Experience Research And Design Leaders: Use Forrester’s New Model To Assess Your Organization’s Maturity
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, […]
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Enhance User Confidence In Digital Experiences To Build Trust
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.
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Prioritize Accessibility In Procurement For Better CX And EX
My new report dives into why making accessibility a component of vendor selection is good for business and how to do it.
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What Does Good Research Look Like? Three Hallmarks Of Successful Customer Research
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?
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Teamwork Lessons From Config 2024
Read on to learn how Figma is approaching rapid growth, organization, partnership, craftsmanship, and collaboration.
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Software Design Gets An AI Infusion From Figma, And It’s Worth Trying Now
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 […]
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Six Technologies Will Make Digital Experiences More Humanlike (And GenAI Is Just One Among Them)
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.
CX Summit: Bring Your Team — Five Tickets For The Price Of Four!
Attend CX Summit North America to unite remote teams and enhance skills with 42 breakout sessions, 40 case studies, nine workshops, and 14 interactive sessions focused on creating your customers' total experience.
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A Rising Tide: Updates On NOAA’s CX Transformation
Learn how working with Forrester has helped NOAA achieve a five-year CX transformation in just two years.
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Adobe And Figma Should Partner Now To Supercharge The Digital Experience Ecosystem
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.
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How Poor UX Affected My Choice of Insurance Provider
Learn how poor UX directly affected this analyst’s choice of insurance provider — and how to avoid the same mistakes.
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