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• Report High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

  July 17, 2019 | Kelly Price

  To get beyond stagnating customer experience (CX) quality, companies need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But...

• Forum CX NYC 2019

  Change The Game: Leading Radical CX Innovation

  June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• Report The Hierarchy Of Moments: How To Deliver Your Brand Promise In Moments

  Watch This Video To Learn About Forrester's Hierarchy Of Moments Framework

  April 4, 2019 | Kelly Price

  Designing great customer experiences and building great digital experiences requires understanding the moments that matter to your customers — but achieving that understanding is easier said than...

• Report How To Increase Your Firm's Appetite For Customer Understanding

  Lay The Groundwork For A Modern Research Practice

  April 1, 2019 | Kelly Price

  Customer experience (CX) pros know that customer understanding is crucial for creating successful experiences but often lack the buy-in they need from their colleagues to do the research required....

• Report The Winning Way To Plan Customer Research

  Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts

  February 12, 2019 | Kelly Price, Gina Bhawalkar

  Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...

• Report Modernize Your Customer Research

  Technologies And Techniques For Faster, Better Customer-Centric Decision Making

  October 2, 2018 | Kelly Price

  Customer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance...

• Report The Top Four Takeaways From SF Design Week 2018

  September 18, 2018 | Andrew Hogan, Gina Bhawalkar, Kelly Price

  The 2018 SF Design Week (in July) provided a window into what top designers are working on and thinking about through 197 presentations, panels, and other activities from Airbnb, Chase, Facebook,...

• Report Product Management's New Hunger For Customer Research Done Right

  A Gathering Of 1,600 Product Leaders Reveals Why They Need To Partner With CX Pros

  August 22, 2018 | Kelly Price, Andrew Hogan

  Product managers at Mind the Product SF 2018 (a leading product management conference Forrester attended in July) clearly recognized the importance of conducting customer research. But many were...