UX strategy
Seamless, intuitive user experiences are an essential part of any successful customer experience program. Learn how to set up a winning UX strategy with Forrester.
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Insights
Blog
Your Data Culture Is DOA
In Forrester’s Data Culture And Literacy Survey, 2023, we uncovered key insights about the state of data culture in organizations. Shockingly, nearly half of employees lack the ability to search for existing insights and struggle to find reports, data sets, and insights. Don’t miss out on gaining a competitive advantage by revitalizing your data culture.
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.
Shine A Spotlight On CX Value
The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.
Webinar
Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Conduct Better Research With Inclusive Screener Questions
By practicing inclusive design, businesses can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. But to do this successfully, companies need to incorporate inclusive design principles when creating experiences.
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.
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
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.
CX Summit Is Coming To A City Near You!
Elevate your CX strategy and skills at Forrester’s CX Summits. Meet analysts to gain insights, research, and frameworks for exceptional customer outcomes — and create boundless experiences with genAI.
Blog
Meet The Analyst Covering Design Workflow: Sheila Mahoutchian
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
Why You Must Assess Experiences For Inclusion — And How
You want to create inclusive experiences for your customers. You have a diverse and inclusive design team and practice inclusive design. But once you create the experiences you wanted, how do you know if you succeeded in making them truly inclusive?
Blog
The Adobe-Figma Combination Bodes Well For Collaboration In And Beyond Design (And Wall Street Isn’t Getting It — Yet)
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
Five Digital CX And Design Trends Worth Watching In 2022
Forrester’s CX analysts have released “Digital CX And Design Trends, 2022” — here’s a preview.
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Design Leaders Reveal How To Build Inclusive And Diverse Design Teams — And Why That Matters
Does your organization want to create inclusive experiences for your customers? Are you following an inclusive design process? If the answer to both questions is “yes,” great! But if you’re like most companies we speak with, you’re missing an essential component for creating inclusive experiences: an inclusive and diverse design team. Having such a team […]
Blog
Great Solutions Compete For The Best Mobile Innovation For Accessibility And Inclusion Award
I have been part of the Global Mobile Awards (GLOMO) jury for several years and have each year discovered inspirational competitors. This year, I judged one of the Tech4Good categories, and I found it particularly difficult to come to a final ranking. The three finalists illustrate perfectly how technology can be a powerful driver for […]
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From Compliance To Privacy UX: Regulators Come For Dark Patterns
UX regulators are cracking down on dark patterns. Here's how to ensure your privacy journeys aren't on the road to big fines.
Blog
European Banks Must Deliver Better User Experience On Their Mobile Apps
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 52% of Italian and 42% of French online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact […]
Blog
Must Employees Keep Enduring Bad UX?
There’s a school of thought that believes employees enjoy mastering complex processes and convoluted interaction design. It’s like the digital equivalent of a hard day’s work chopping down trees or planting a field. The employee then collapses exhausted at the end of a long day feeling fulfilled at the effort they’ve put forth. The explanation […]
Blog
Customers Are Staying Home — So Prioritize Digital UX
With customers worldwide coping with the pandemic, companies need to recalibrate customer experience (CX) efforts, and with most people cooped up at home, it’s suddenly more important than ever to get digital experiences right.