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

All I Want For Christmas Is An Accessibility Expert

Gina Bhawalkar 7 days ago
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

Senem Guler Biyikli November 22, 2022
Incorporate inclusive design this holiday season by prioritizing digital accessibility, using inclusive language, and showing that you care.

See How CX Is Changing In 2023

Get our Predictions 2023 guide to explore the dynamics that will ensure customer experience success.

Blog

Auto Manufacturers Need Better Design To Stop Failing Customers

Karine Cardona-Smits October 27, 2022
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

Five Months Worth Of Takes On The Digital Accessibility Space

Gina Bhawalkar October 6, 2022
Much has happened within a short span of time that signals the growing importance of creating experiences that are accessible to all.
Blog

Meet The Analyst Covering Design Workflow: Sheila Mahoutchian

Sheila Mahoutchian September 26, 2022
What Topics Will You Be Covering At Forrester? I’m excited to dive deep into coverage areas revolving around design workflows, tools, and services for the customer experience (CX) function. Some buckets I hope to explore in this realm include: Design thinking in practice and how to make it accessible, specifically for collaboration teams that work […]
Blog

The Adobe-Figma Combination Bodes Well For Collaboration In And Beyond Design (And Wall Street Isn’t Getting It — Yet)

Sheila Mahoutchian September 15, 2022
The news this morning that Adobe is acquiring Figma is a development that makes a lot of sense: Design and collaboration are increasingly essential to customer experience (CX) and business success, and the two companies’ respective strengths will form a powerful combination. Adobe And Figma Are Close But Complementary Competitors Figma’s main product is its […]
Blog

2022 AIOps Now Tech Data Overview Sheds Light On Current Capabilities

Carlos Casanova August 4, 2022
The 2022 AIOps NowTech generated a wealth of data that has been captured in the AIOps Data Overview, Q2 2022 report about AIOps software vendor capabilities. Three items from the overview report; digital experience, OpenTelemetry, and audit trails are highlighted in this blog. Read the full data overview report to learn more about the other capabilities that it covers.

Got The Right Chatbot Personality For Your Brand?

Join us for a webinar to learn how to design a chatbot personality that engages customers and elevates your brand.

Blog

Metaverse-Like Experiences: Is Novelty Enough? A Look At ESPN’s Fifty/50 World

Julie Ask July 8, 2022
ESPN Edge built the interactive, 3D environment Fifty/50 World to celebrate 50 years of Title IX. Learn what a Gen X consumer — and a sophisticated 13-year-old user of online 3D immersive gaming and entertainment platforms — thought of the experience.
Blog

European Union Ruled: Shady Design Practices Are Illegal

Karine Cardona-Smits July 8, 2022
The EU has adopted a set of regulations that condemn misleading techniques such as dark patterns. In doing so, the EU sets new standards, catching digital businesses that over-focus on conversion funnels and possibly use deceptive design techniques red-handed. The user experience (UX) community that has been advocating for ethical design for years without getting […]
Blog

You Are Missing Out On Customer Feedback, And It’s On You

Karine Cardona-Smits June 13, 2022
Customers share their experiences in multiple ways. Are you capturing it?
Blog

The Metaverse Must Be Deeply Human-Centric

David Truog June 7, 2022
At Augmented World Expo 2022, amid the existential debate about the metaverse, there was an increased focus on ensuring its UX is humane, and communal.
Blog

Hear Ye, Hear Ye … Get Your New AIOps Reports Here!

Carlos Casanova June 2, 2022
It’s been a long time coming, at least in mind anyway, but I’ve finally got some great news to announce. We have just published four AIOps-related reports that I’m really excited for you all to finally read and provide feedback on. Read on below to get a synopsis of the three reports. The fourth report […]

Get Stakeholders Excited About CX

Turn CX into a standout priority. Learn how in this complimentary webinar.

Blog

Global Accessibility Awareness Day 2022: What’s Changed In Our Four Years Covering This Space

Senem Guler Biyikli May 19, 2022
On Global Accessibility Awareness Day this year, learn what’s changed in digital accessibility over the past four years. Read more.
Podcast

The Business Case For Inclusive Design

What It Means May 12, 2022
Why has inclusive design become so important? On this episode of What It Means, Principal Analyst Gina Bhawalkar and UX Researcher Senem Biyikli delve into the multi-faceted benefits of inclusive design.
Blog

The Connected Car Of The Future Is The One Open To Third Parties

Karine Cardona-Smits May 11, 2022
With its revised Payment Services Directive (PSD2), Europe aims to make payments safer and increase consumers’ protection, integrating new digital players into its market and requiring financial institutions to open their data and services to third parties. Doing so enables competitors to offer their own clients innovative digital experiences that would radically shake up traditional […]
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.

Drive Engagement With Your Digital Experiences

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

Blog

The Future Of Experiences For Children: Lessons From Amazon Glow

Julie Ask May 2, 2022
Amazon’s latest product, Amazon Glow, can offer insight into how the future of experiences (for children) is being designed.
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

Get Help With Digital Accessibility: Tips For Selecting An Accessibility Partner

Gina Bhawalkar April 21, 2022
Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space. This increase is partly driven by the pandemic, which elevated the importance of […]
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