Summary
Forrester surveyed our Customer Experience Peer Research Panel to understand who is engaging offshore design resources. While we found that less than one-third of our panelists are offshoring design today, many would be willing to consider it in the future. Companies who are already offshoring design are mostly sending this work to India in order to cut costs. Customer experience execs who want to do design work offshore should begin with structured projects like heuristic reviews and actively uncover the hidden costs.
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