Search Results

• Report Why CX: Proof That Investing In Experience Improves Revenue, Cost, And Risk

  Use Data From More Than 20 Companies To Make A Measurable And Meaningful Business Case For CX

  May 5, 2020 | Judy Weader, Maxie Schmidt-Subramanian

  Customer experience (CX) can be a critical differentiator and transformation catalyst, but its effects are limited when those leading the CX charge can't make a measurable and meaningful case for...

• Report Get Accessibility Right: Recruit People With Disabilities Into The Design Process

  March 6, 2020 | Gina Bhawalkar

  Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it's no wonder firms are prioritizing accessibility. But it's about more than legal risk —...

• Report CX NYC 2019 Day Two Highlights: Humanizing Radical CX Innovation

  Top Takeaways About Employee Experience, Moments That Matter, And Differentiating With Privacy

  August 15, 2019 | Harley Manning

  Customer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year's CX NYC Forum, analysts and practitioners shared new ways for CX pros to...

• Report The Definitive Guide To Forrester's Journey Mapping Research

  A Guide To Our 25 Leading Journey Mapping Reports

  August 2, 2019 | Angelina Gennis, Joana de Quintanilha, TJ Keitt

  Forrester has written more than 50 reports for customer experience (CX) pros on customer journey maps, which are fundamental tools for understanding and improving CX. Whether you are familiarizing...

• Report The Extended Reality Opportunity Today: Your Employees

  Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

  April 4, 2019 | Jennifer Wise, Samuel Stern

  The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...