Executive Q&A: Customer Experience Design

June 22nd, 2012

Kerry Bodine

With contributors:

Harley Manning , Allison Stone

Summary

The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning — and then sticking to — the steps in a design process. However, the business discipline of design remains a foreign concept to many of today's business leaders. This report demystifies design. It answers customer experience professionals' most common questions, including what value design can bring to organizations, what steps companies must follow during the design process, and how to get started adopting a design approach.

Want to read the full report?

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.