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For Customer Experience Professionals

Scale Your Experience Design Practice

Intermediate Level: Design Practices For CX Transformation

April 16, 2021


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

Why Read This Report

This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for XD leaders who have established a solid practice, so their companies already follow an effective and documented process for how to do it — but they do not: 1) follow a plan for how often, 2) ensure that all relevant parts of the company collaborate on it, and 3) have a senior person who requires that it get done. At this intermediate stage of maturity in experience design, focus on scaling your practice. This report explains why and how. Forrester reviews and updates this report periodically for continued relevance and accuracy.

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Table of Contents

  • The Three Stages Of Maturity In Experience Design
  • How To Scale Your Experience Design Practice
  • Focus: Expand Your Influence
  • People: Broaden And Deepen The Team's Expertise
  • Process: Refine And Further Integrate Your Process In Key Areas
  • Recommendations

  • Scale Your Experience Design Practice In Phases
  • Supplemental Material
  • Related Research Documents

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