Forrester’s customer experience (CX) analysts have released Digital CX And Design Trends, 2022. The complexities of designing for users have become even more thorny in light of the pandemic. Our present reality is filled with new constraints for which brands must design but also new insights that can improve our work. This year, while reflecting on what has come to fruition since the last iteration of the report and working with my fellow analysts to develop the latest version, it became clear that:
- Diversity, equity, and inclusion (DEI) is not optional. If you’re making the mistake of avoiding a dialogue on inclusivity at your company, your customers certainly aren’t. There’s plenty of data to prove DEI’s importance to both B2C and B2B customers in this year’s report. Companies are hiring talent to help shape their approach to accessibility in growing numbers.
- Collaboration needs continue to increase, and tools are expanding to help. Integrations available across collaboration, design, and development tools are expanding to create a more seamless experience for employees, and open design means that companies are publicly sharing what’s working for them.
- Companies must go to where talent desires to live. The pandemic gave employees a chance to relocate to a city that worked for them, not their company. Whether it be moving closer to grandparents or moving to a more affordable town, remote work is no longer a trend. Companies that embrace a more flexible approach to “working in the office” have a competitive advantage over those that do not when recruiting talent.