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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 Forrester Digital Experience Review™: US Retail Mobile Apps, Q1 2021

    Best-In-Class Mobile Retail Experiences Serve The Tactical Shopper
    March 24, 2021 | Scott Compton, Angelina Gennis

    The 2021 Digital Experience Review™ of US mobile retail apps outlines the best practices for a range of mobile experiences, from shopping features and functionality to list building and sharing...

  • 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...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • 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 —...

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