20 results for "leah buley" in Reports
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  • For Customer Experience Professionals

    Report

    Report How To Recruit Customers For Research

    April 8, 2016 | Leah Buley

    Customer experience (CX) professionals know that they need to involve customers, but they don't always know how to do it. Direct research with customers is essential for properly understanding...

  • For Customer Experience Professionals

    Report

    Report How To Prototype Like A Pro

    Processes: The Digital Customer Experience Improvement Playbook
    February 8, 2016 | Leah Buley

    Only 13% of firms say that they regularly use prototyping and iteration in their customer experience (CX) design process, despite their wide regard as best practices. This is a miss. Prototyping...

  • For Customer Experience Professionals

    Report

    Report Lessons Learned From Innovators At Forrester's CXNYC 2015 Forum

    December 23, 2015 | Leah Buley

    At Forrester's CXNYC 2015 Forum, a panel of leaders from three fast-growing startups shared how they drive innovation at their companies. Their lessons are crucial for any business, big or small,...

  • For Customer Experience Professionals

    Report

    Report Brief: To Beat Disruption, Think Like A Disruptor

    The NewCo Conference Offers Clues To Coming CX Disruption
    December 21, 2015 | Leah Buley, Andrew Hogan

    To beat disruptors, it helps to know how to think like one. For a snapshot of how disruptors operate today and what it's likely to mean for customer experience (CX) in the coming years, Forrester...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2016

    December 14, 2015 | Allegra Burnette, Leah Buley, Tony Costa

    In 2015, Forrester identified a shift in focus beyond mobile-first to a broader view of digital customer experiences that increasingly blends physical and digital interfaces. For 2016, that trend...

  • For Customer Experience Professionals

    Report

    Report Vendor Landscape: Service Design Agency Overview, 2015

    December 1, 2015 | Leah Buley

    The service design provider landscape has changed dramatically in a short time. Just two years ago, it was a sea of smaller firms concentrated in Europe. Today, a more varied profile emerges, with...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: Design Personas And Customer Journey Maps

    November 16, 2015 | Tony Costa, Leah Buley, Jonathan Browne

    Personas and customer journey maps are valuable tools that support customer experience (CX) professionals' tactical design decisions and high-level strategic goals of progressing toward...

  • For Customer Experience Professionals

    Report

    Report Executive Q&A: How To Build A Design Program

    Five B2B Execs Highlight Best Practices
    October 22, 2015 | Leah Buley

    Design has been a hot topic in business for well over a decade, ever since Ideo appeared on Nightline and BusinessWeek started dedicating ink to design thinking. But now the business world's...

  • For Customer Experience Professionals

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    Report User Experience Capabilities Assessment

    June 16, 2015 | Leah Buley

    The words "easy to use" appear at or near the top of requirements lists in countless customer experience (CX) project specification documents. But saying that usability is a requirement doesn't...

  • For Customer Experience Professionals

    Report

    Report Brief: McKinsey Enters The Design Race With The Acquisition Of Lunar

    May 21, 2015 | Leah Buley, Allegra Burnette, Tony Costa

    On May 14, 2015, design firm Lunar Engineering announced that management consulting firm McKinsey will acquire it for an undisclosed sum. McKinsey joins a growing list of diverse firms such as...

  • For Customer Experience Professionals

    Report

    Report Bridging The CX/UX Divide

    April 22, 2015 | Leah Buley

    Customer experience (CX) and user experience (UX) have similar names and goals but very different approaches. And as yet, there is no standard operating model for how they should work together....

  • For Customer Experience Professionals

    Report

    Report Brief: How To Hire Great UX Talent

    Hint: While You're Assessing Them, They're Assessing You
    March 23, 2015 | Leah Buley

    The user experience (UX) field is a talent market in transition. Firms aren't the only ones that now see the strategic value of user experience; so do user experience professionals. And UX talent...

  • For Customer Experience Professionals

    Report

    Report How To Modernize User Experience

    It's Not Just About Usability Testing Anymore
    March 23, 2015 | Leah Buley

    Today, user experience (UX) is a robust field combining elements of product design, service design, and innovation. But most customer experience (CX) professionals maintain a narrow view of UX,...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2015

    March 10, 2015 | Allegra Burnette, Tony Costa, Deanna Laufer

    In 2014, Forrester identified the pursuit of user experience (UX) talent and a focus on mobile to drive customer experience innovation as two dominant digital customer experience (CX) trends. We...

  • For Customer Experience Professionals

    Report

    Report Brief: Capital One Gets It Right With Adaptive Path Acquisition

    November 21, 2014 | Leah Buley

    Firms that aspire to become customer experience (CX) leaders should pay close attention to the unfolding CX case study at Capital One. Following a busy two years of innovation efforts, Capital One...

  • For Customer Experience Professionals

    Report

    Report Case Study: Unlock Design Thinking Skills With A Practical Training Program

    The National University Of Singapore Leads In Asia Pacific With A Pragmatic Design Thinking Curriculum
    January 22, 2016 | Ryan Hart

    A growing number of companies in Asia Pacific are organizing around customer experience (CX) functions and adopting design thinking principles to drive customer-centric transformations, but most...

  • For Customer Experience Professionals

    Report

    Report Predictions 2016: The Spotlight On CX Helps And Hurts

    November 11, 2015 | Deanna Laufer, Rick Parrish

    Customer experience (CX) has become the top priority for business and technology leaders for good reason — few things drive customers' loyalty more than CX. With competition intensifying and...

  • For Application Development & Delivery Professionals

    Report

    Report Brief: The Latest Battleground Between Designers And Developers Is Front-End Development

    The Democratization Of The Front End Creates A Highly Political Environment
    October 29, 2015 | Anjali Yakkundi

    Application development and delivery (AD&D) and customer experience teams are colliding when it comes to front-end development, user experience (UX), and design. Organizations want to bring user...

  • For Customer Experience Professionals

    Report

    Report Brief: Great Digital CX Takes More Than Pixels And Code

    Lessons Learned From Speakers At Forrester's CXSF 2015 Forum
    December 16, 2015 | Andrew Hogan

    At Forrester's CXSF 2015 Forum, CX leaders shared best practices for delivering winning customer experiences in a digital world. Speakers emphasized four key themes that have enabled their success:...

  • For Customer Experience Professionals

    Report

    Report Brief: How QVC Creates Great Omnichannel Customer Experience

    August 7, 2015 | Andrew Hogan

    At Forrester's CXNYC 2015 Forum for customer experience (CX) professionals, QVC shared the practices it follows to create a great omnichannel customer experience. In addition to being a leader in...