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  • 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...

  • Report The Fear Of Hiring XD Providers And How To Overcome It

    Companies Fear Abandonment, Failure, Infighting, Arrogance, And Chaos, But Three Tactics Can Help
    December 13, 2018 | Andrew Hogan

    It's smart for companies to contract with an outside firm for experience design (XD) — but they often fear how the partnership might go sour. This bite-size brief highlights five common...

  • Report The Forrester Tech Tide™: Experience Design, Q3 2018

    Nineteen Technologies Underpin Experience Design

    Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of...

  • Report Business Designers, North America, Q2 2018

    Forrester's Overview Of Nine XD Providers Offering Human-Centered Business Design Services
    June 14, 2018 | Andrew Hogan

    You can contract with business designers — a type of experience design provider — to apply human-centered design to: 1) align C-level executives around customer needs; 2) reshape strategies and...

  • Report At A Glance: How To Select An Experience Design Provider

    Learn About Our Research Into How They're Changing And How To Hire And Work With Them
    June 14, 2018 | Andrew Hogan

    Design services and the companies that provide them have changed. The changes are for the better, but these experience design (XD) providers' words and processes — whether around design thinking,...

  • Report How To Select An Experience Design Provider, North America, 2018

    Three Types Of Providers Offer Human-Centered Experience Design
    June 14, 2018 | Andrew Hogan

    To improve customer experience (CX), many firms seek outside help from an agency or consultancy that offers experience design (XD) services. But these XD providers often use the language and...

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