Digital CX And Design Trends, 2020

May 20th, 2020

Gina Bhawalkar Principal Analyst

Riccardo Pasto Principal Analyst

Joana de Quintanilha VP, Principal Analyst

Andrew Hogan

Jennifer Wise

Kelly Price

Karine Cardona-Smits

With contributors:

David Truog , Amelia Nickels , Clarissa Skinner , Shayna Neuburg

Summary

Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers’ experiences with digital touchpoints, from apps to websites to Alexa skills. This report examines XD trends and how your efforts to improve digital customer interactions must connect better with your XD process and team.

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This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.