user experience (UX)

Good customer experience depends on a clear and engaging user experience. As digital has become critical, user experience is now indispensable to achieving customer loyalty. Good UX also boosts employee productivity, empowering them to more efficiently meet organizational goals. Read our insights to improve your firm’s user experience excellence across touchpoints and journeys.

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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.
Blog

Unlocking The Future Of Mobile Banking: Insights From Forrester’s 2024 European Digital Experience Review™

Aurelie L'Hostis September 12, 2024
Read this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen your own apps.
Blog

What’s New In Australian Mobile Banking In 2024

Zhi Ying Barry September 11, 2024
To gauge the ease and effectiveness of mobile banking experiences, Forrester evaluated the smartphone apps of the “big four” Australian banks.
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?
Podcast

How Close Are We To Killing Passwords?

What It Means September 5, 2024
Are passwords obsolete or still a necessary evil? In this episode, Vice President and Principal Analyst Andras Cser and Principal Analyst Geoff Cairns describe where we are on the path to passwordless authentication for both enterprise and consumer users.
Blog

Announcing The Forrester Wave™: End-User Experience Management Solutions, Q3 2024

Andrew Hewitt August 1, 2024
Get a preview of Forrester's latest analysis of the digital employee experience landscape, also known as end-user experience management.

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

Even GenAI-Trained Execs Are Confused About It (Our Survey Shows) — So Give Them Better Training

David Truog July 23, 2024
Do executives understand generative AI (genAI) better than consumers do? Nope — apparently not. Our research shows that among consumers, generative AI is poorly understood or not at all (see The State Of Consumer Usage Of Generative AI, 2024). And you might think that execs would be better informed, considering the high-stakes decisions they must […]
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

My Takeaways From Config 2024: Impacts On Design Systems, Storytelling, And Accessibility

Gina Bhawalkar July 8, 2024
Gina Bhawalkar shares her take on Config 2024 and its implications for design systems and accessibility.
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

Five Questions To Ask Yourself To Get The Most Out Of Your Customer Interviews

Senem Guler Biyikli June 24, 2024
Interviewing is a key method for gathering rich qualitative data in customer research. To get the most out of your customer interviews and produce data that drives decision-making, ask yourself these five questions.
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

What You Can Learn From Open-Source Design Systems

Gina Bhawalkar May 30, 2024
Read on to learn three best practices from open-source design systems.
Blog

A Match Made In Plastic? Capital One’s Quest To Acquire Discover

Peter Wannemacher May 20, 2024
Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success — but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]
Blog

Global Accessibility Awareness Day 2024: The Business Case For Accessibility Grows Stronger

Gina Bhawalkar May 15, 2024
In 2023, we saw more firms commit to digital accessibility, with emerging regulations bringing a sense of urgency to the work. Here are a few of the highlights from the past year and advice to help firms mature their digital accessibility efforts in 2024.
Blog

The European Accessibility Act Compliance Deadline Is Approaching — Are You Ready?

Gina Bhawalkar April 24, 2024
The European Accessibility Act deadline is approaching, are you ready? Read on to learn how best to prepare.

How To Scale Digital Accessibility And Expand CX’s Influence

Discover how to turn a business must-have into a CX leadership opportunity.

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

Human Centricity: The Future Of IT Experience Monitoring

Andrew Hewitt January 30, 2024
IT organizations must evolve they way they monitor employee and customer experience technologies. Learn why in this blog post.
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.
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