The past year was full of uncertainty and surprises. But you weathered the storm. Want to find out what 2022 may have in store? Sign up to get notified when Forrester’s 2022 predictions are available. Whether you’re in IT or CX, marketing or sales, you’ll want to read the bold calls we make for 2022.
Biometric data use is at a crossroads. Consumers love the convenience it provides but have privacy concerns. In this episode, VP, Research Director Merritt Maxim and VP, Principal Analyst Andras Cser dive into the benefits and risks of biometric data.
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.
Are you creating inclusive experiences for your customers? Many companies aren’t. For example, here’s a sampling of what we heard when we evaluated typical approaches to collecting personal information from consumers: “There is no open box to identify yourself. Ticking ‘other’ is alienating; therefore, if I didn’t identify as male or female, I wouldn’t feel […]