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
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Highlights From UserTesting’s Crafted 2026: Build Fast, Build Right
On May 28, we joined the research community at UserTesting’s Crafted event in Seattle. The energy was palpable, with passionate researchers and designers eager to evolve their craft responsibly and effectively in the age of AI. A clear takeaway of the event was that building fast doesn’t matter if you’re not building the right thing. As AI makes creation easier, decisions […]
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In The AI Era, Banks Need Dynamic Platforms — Results From The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026
To compete for customers and grow profitably, banks need the ability to adjust as much and as fast as required at any given moment. Leading digital banking engagement platforms (DBEPs) make that possible. My new report, The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026, reveals insights about the current AI and technology landscape in […]
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From Endpoints To Orchestration: HP’s Plan To Redefine The Future Of Work
At the HP Imagine 2026 event, HP made one thing clear: It no longer wants to be seen as a device company. It’s positioning itself as a future-of-work platform provider — one that connects devices, software, security, and workflows into a single, AI-orchestrated employee experience. It’s a bold shift but a necessary one. The problem […]
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Qualtrics X4 2026 Highlights: Context Is The Real Differentiator In The Age Of AI
A key message of Qualtrics X4 2026 was that in the age of AI, differentiation will come from who has the right context, not from who moves first.
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Massachusetts’ Investigation Of Utility Bills Is A Call For Better Billing Experience And Bill Design
The Massachusetts Department of Public Utilities sets the example by prioritizing transparency and user experience best practices to improve billing experiences. Applying UX best practices and doing customer research are fundamentals for good bill design.
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It’s Beginning To Look A Lot Like Manipulation — Don’t Let Short-Term Gains Ruin Long-Term Trust
Whether intentional or not, coercive and deceptive design frustrates customers and erodes trust in the brand. Instead, deliver a great customer experience, and sales (and ensuing trust and loyalty) will follow.
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Create Emotionally Positive Digital Experiences For Differentiation And Growth
To drive loyalty and differentiate in a world where customers increasingly connect via digital channels, you must create digital experiences that are not only easy and effective but also emotionally resonant. Learn why emotionally resonant experiences matter now and what makes a digital experience emotionally resonant.
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Today’s Leaders Must Heed AI Advice For Future Disruptors
Startup founders, investors, technologists, and operators are all working frantically to get an early jump onto the AI train. Find out why and get more of the key takeaways from the recent Startup Boston Week event.
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Introducing The Experience Research Platforms Landscape, Q3 2025
Experience research platforms help companies discover and define opportunities, test concepts and prototypes, and evaluate user and customer experiences.
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The State Of Design: Progress And Persistent Challenges
When investigating the evolving scope and practices of design, there are encouraging signs of progress. At the same time, persistent challenges still hinder design teams’ effectiveness.
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Accessibility In 2025: Prepare For New Regulations With The Right Tools
Stay on top of new digital accessibility regulations with the right tools. Forrester provides guidance on vendors in this space.
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Design Digital Experiences That Reflect Where And How Europeans Engage Today And In The Future
To meet rising customer expectations, organizations must ground their digital experience strategies in a data-driven understanding of their users.
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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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Health Insurers: Poor Communication Harms Your Customer Experience
Plain language is a key driver of CX quality in health insurance, but only half of US online adults who are health insurance customers say it’s easy to understand their coverage. This key indicator has been trending downwards: It was 57% in 2023 and reached a high of 59% in 2022. Health insurers must act […]
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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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TeamViewer Acquires 1E: What It Means
When I published my blog post on the great DEX-pansion in October, I foretold a future when the digital employee experience (DEX) market would consolidate ... but I didn’t think it would happen so quickly.
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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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