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  • Report Tips For Scaling Your Design Thinking Practice

    July 30, 2019 | Ryan Hart

    Design thinking practitioners still struggle to garner and maintain support for their methodology. This report offers proven methods for overcoming common obstacles that customer experience (CX)...

  • Report The ROI Of Design Thinking: Part 1, Overview

    Design Thinking Delivers Real Business Value
    May 16, 2019 | Ryan Hart, Benjamin Brown

    Despite the growing acceptance and practice of design thinking across nearly every industry, practitioners struggle to quantify and articulate its benefits. As a result, companies are challenged...

  • Report The Inclusive Design Imperative: Win And Retain More Customers

    Modernize Your Design Practice To Reach More Of Your Target Market
    April 23, 2019 | Gina Bhawalkar

    Experience design (XD) leaders can help their firms win and retain customers, break into new markets, and get employees more engaged, by prioritizing inclusion. To do this, you need to shift your...

  • 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 Video: Use Customer Experience Basics To Guide Your Digital Experience Design

    Watch This Video To Learn How To Combine CX And DX Expertise To Design Effective Digital Experiences
    April 19, 2019 | Andrew Hogan, Julie A. Ask

    Don't leave the design and build of your digital experiences in the hands of your product managers alone. Instead, use a balanced approach that combines business strategy and human-centered design....

  • Report How To Design Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Companies are rushing to launch digital voice experiences to keep up with the growth in customers' adoption of talking appliances and competitors' pilots. But their hopes to launch a killer Alexa...

  • Report Now Tech: Experience Design Services In China, Q1 2019

    Forrester's Overview Of 27 Experience Design Service Providers In Greater China
    January 18, 2019 | Riccardo Pasto

    You can use experience design (XD) to shape customer-centric initiatives and business strategies, blur the boundaries between digital and physical, and attract and engage customers in Greater...

  • Report Innovate Your Business Model To Drive A CX Advantage

    Build A Robust Innovation Strategy Around The Customer
    January 8, 2019 | Ryan Hart

    Leading companies recognize that to maintain a differentiated CX advantage over their competitors, they must do more than incrementally fix and improve existing experiences. Companies gunning to...

  • Report How To Scale Your Design Organization

    October 18, 2018 | Gina Bhawalkar

    Firms are investing in experience design (XD) now more than ever. Why? Because they recognize the business value of 1) designing their products and services better and 2) applying design expertise...

  • Report Demystifying The Language Of CX And UX

    Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
    October 2, 2018 | David Truog

    CX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...

  • Report Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like...

  • 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 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,...