Best Practice Report

High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

July 17th, 2019
Kelly Price
With contributors:
David Truog , Amelia Nickels , Diane Lynch


To get beyond stagnating customer experience (CX) quality, companies need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But even those that have managed to spread an appetite for better research often struggle. Many firms striving for a robust research practice focus on striking the right balance between quantitative and qualitative methods. Nevertheless, high impact research must guide decisions of varying scope, from broad to specific and across organizational altitudes. This report explains how to overcome the hurdles of a research program to necessary to differentiate your firm’s CX from CX of competitors.

Want to read the full report?

Contact us to become a client

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.