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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Evolve Your Experience Design Practice

    Advanced Level: Design Practices For CX Transformation
    April 16, 2021 | Gina Bhawalkar, Andrew Hogan

    This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for XD leaders who have scaled up their practice, so their companies: 1) follow an effective...

  • Report Establish Your Experience Design Practice

    Beginner Level: Design Practices For CX Transformation
    April 16, 2021 | Gina Bhawalkar, Andrew Hogan

    This report about experience design (XD) — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies don't yet follow an effective and documented...

  • Report The Design Industry, 2021

    March 18, 2021 | Andrew Hogan

    This report estimates the size of the global design industry in 2021. The industry is in the middle of a surge in interest and activity from both buyers and providers of design technology and...

  • Report How To Scale Your Design Organization

    Roadmap: The User Experience Playbook
    January 7, 2021 | Gina Bhawalkar

    The surge in demand for experience design (XD) requires that you answer a hard question as a design leader: How can your XD organization scale up? This report explains how, based on best practices...

  • Report Forrester's Top Customer Experience Research Findings Of 2019

    Forrester's customer experience (CX) research team published more than 100 reports in 2019. In this review, we pull our most important CX findings — across a range of topics — out of those reports...

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