Best Practice Report

The Fear Of Hiring XD Providers And How To Overcome It

Companies Fear Abandonment, Failure, Infighting, Arrogance, And Chaos, But Three Tactics Can Help

December 13th, 2018
With contributors:
David Truog , Amelia Nickels , Shayna Neuburg

Summary

It’s smart for companies to contract with an outside firm for experience design (XD) — but they often fear how the partnership might go sour. This bite-size brief highlights five common disappointments we uncovered through a projective research session. It then lays out three tactics customer experience (CX) professionals can apply to steer clear of the bad outcomes that inspire these fears. Set a clear direction, break projects into achievable phases with progress milestones, and remember that although you’re outsourcing the work, you should not outsource the accountability.

Want to read the full report?

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.