Save or Share this Report

For Customer Experience Professionals

How To Modernize User Experience

It's Not Just About Usability Testing Anymore

March 23, 2015

Primary author headshot

Authors

  • By Leah Buley
  • with John Dalton,
  • Corey Stearns

Why Read This Report

Today, user experience (UX) is a robust field combining elements of product design, service design, and innovation. But most customer experience (CX) professionals maintain a narrow view of UX, limiting it to mere usability or user interface design. Customer experience professionals who undervalue UX leave themselves at great risk because software-based and omnichannel experiences continue to reshape customers' perceptions and behaviors. This report details the methods that successful CX professionals will use to revitalize their UX capabilities and the business benefits that these efforts will deliver.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Table of Contents

  • The Rise Of User Experience
  • How To Modernize Your UX Practice
  • WHAT IT MEANS

  • UX Brings Creative Destruction To Org Charts Everywhere
  • Supplemental Material

Recommended Research