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For Customer Experience Professionals

Elevate Your Design Practice To Differentiate Experiences

Intermediate Level: Design Practices For CX Transformation

December 14, 2018

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This report is part of "Act: Intermediate Level" in The CX Transformation Playbook.

Why Read This Report

Getting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based customer understanding. This report is for CX transformation leaders whose organizations perform these activities with rigor but insufficient discipline. It explains how to achieve the intermediate level of maturity in the design competency. Forrester refreshes this report regularly based on new research.

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Table of Contents

  • Elevate Design To Deliver Highly Differentiated Experiences
  • Priorities: Use Design As A Strategic Differentiator
  • People: Invest In Experts And Give Them Companywide Visibility
  • Processes: Scale And Make Room For Learning And Discovery
  • Related Research Documents

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