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For Customer Experience Professionals

The Forrester Digital UX Review

Assessment: The Digital Customer Experience Improvement Playbook

May 10, 2017

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Why Read This Report

Good user experience (UX) helps attract and retain customers, so it's important to conduct rigorous review and testing to assess UX quality. Doing this requires several techniques, including a heuristic approach in which trained experts perform key customer scenarios, such as Forrester's digital UX review. This report explains Forrester's methodology and how CX pros can best use it to improve customers' digital experiences. This is an update of a previously published report. Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • Good Digital UX Is Key To Winning And Retaining Customers
  • A Heuristic Evaluation Complements Other Methods
  • Recommendations

  • How To Do A Digital UX Review Effectively
  • Supplemental Material
  • Related Research Documents

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