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  • Customer Experience
  • Jennifer Wise

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  • Webinar Master Digital Voice Experience

    Tuesday, April 9, 2019, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Jennifer Wise

    Voice-based digital experiences are all the rage, with consumers using remotes, cars, speakers, and even microwaves that listen and/or talk. Companies that want to leverage this new touchpoint are...

  • Workshop Elevate Customer Experiences Through Experience Design

    A Workshop For Customer Experience Professionals Collocated with Consumer Marketing 2019
    April 1, 2019 | New York City | Jennifer Wise

    Customer experience is the new battle ground to win, serve, and retain your customers. Creating great customer experiences is more than knowing design thinking or the key user experience...

  • Report Elevate Your Design Practice To Differentiate Experiences

    Intermediate Level: Design Practices For CX Transformation
    December 14, 2018 | Jennifer Wise

    Getting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based...

  • Report The Six Key Steps To Instituting Good Experience Design

    Beginner Level: Design Practices For CX Transformation
    October 30, 2018 | Kelly Price, Andrew Hogan, Jennifer Wise

    Getting experience design right is essential to customer experience (CX) transformation — it means performing specific activities required for defining and refining experiences based on your vision...

  • Report Real Conversational Interfaces

    Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not
    October 2, 2018 | Jennifer Wise, Andrew Hogan, Allegra Burnette

    Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're...

  • 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 Digital CX Trends, 2018

    Landscape: The Digital Customer Experience Improvement Playbook

    In our 2017 edition of this digital CX trends report, Forrester identified how technology was advancing user interfaces by adding AI enablers and how innovation labs and employee tools that support...

  • Report Virtual Reality In 2018: Not A Customer Reality

    Our Top Five Takeaways For CX Pros About VR At Mobile World Congress
    March 27, 2018 | Jennifer Wise

    Forrester tested the virtual reality (VR) experiences at this year's Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX)...

  • Report North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps...

  • Report Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

    CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in...

  • Report Q&A: Why Emerging Technologies Require Interaction Design

    Answers For CX Pros Who Need To Help Execs Understand IxD's Growing Importance
    August 3, 2017 | Jennifer Wise

    As emerging technologies make customers' interactions with products, services, and brands increasingly digital and complex, companies need CX professionals who know interaction design (IxD) more...

  • Report The Forrester Digital UX Review

    Assessment: The Digital Customer Experience Improvement Playbook
    May 10, 2017 | Andrew Hogan, Allegra Burnette, Jennifer Wise

    Good user experience (UX) helps attract and retain customers, so it's important to conduct rigorous review and testing to assess UX quality. Doing this requires several techniques, including a...

  • Report Pivot To Person-First Personalization

    Lead With Customer Goals To Improve Customer Experience And Business Results
    April 6, 2017 | Jennifer Wise, Andrew Hogan

    Personalization is all the hype, and for good reason: Consumers expect brands to leverage the data they exchange to deliver better experiences. But many personalized experiences today miss the...

  • Report New Robots, VR, AI, And IoT Need CX Help

    Hot Tech Leaves Humans In The Cold At Mobile World Congress 2017
    April 5, 2017 | Jennifer Wise

    To gauge the state of the art in interaction technologies, Forrester tried out new offerings at Mobile World Congress 2017. This report highlights the most significant ones, points out some of...