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  • Customer Experience Management
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  • Andrew Hogan

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FORRESTERNOW

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 Design For Confidence

    In Uncertain Times, Your Customers Want Certainty More Than Ever
    August 10, 2020 | Andrew Hogan, Senem Guler Biyikli

    Facing the COVID-19 pandemic, customers are battling uncertainty from all corners, needing confidence more than ever. Many companies strive for experiences that are seamless, easy, or beautiful,...

  • Report Data-Fueled Products: How To Thrive On The Design And Data Science Collision

    August 9, 2019 | Andrew Hogan

    Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it's not going well: Many companies are hurting their customers and...

  • Report Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...

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