Charts & Figures
Search Results
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Report Empirical Innovation: Prioritize Evidence Over Instinct To Innovate Successfully
A Design Revolution Series Report
Many companies mistakenly believe that effective design is driven by instinct, not research, or that research is a "nice to have" that's too time-consuming. But instinctive design relies on...
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Report Why And How To Iterate: Deliver Value And Quality To Reveal And Meet User Needs
A Design Revolution Series Report
Iterating is key to designing well. And design often must mesh with Agile, in which iterating is also key. Why do design and Agile both use iteration? Because iterating produces insight into what...
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Report Research Overview: The Design Revolution
A Customer Experience Guide To Advancing Your Design Maturity, Overcoming Myths About Design, And Staffing For Good Design
This document is a short overview of the "Design Revolution" series with links to the documents it contains. The series lays out for experience design (XD) professionals and their colleagues the...
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Report The Design Revolution
A Design Revolution Series Report
More and more companies are prioritizing design. Why? Because of seismic changes in the dynamics of value, experiences, and power. But many firms undermine their efforts because of their design...
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Report High-Impact Research: The Ingredients For An Effective UX And Design Research Practice
July 17, 2019 | Kelly PriceTo 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...
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Forum CX NYC 2019
Change The Game: Leading Radical CX Innovation
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...
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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 PriceDesigning 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...
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Report How To Increase Your Firm's Appetite For Customer Understanding
Lay The Groundwork For A Modern Research Practice
April 1, 2019 | Kelly PriceCustomer 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....
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Webinar Modernize Customer Research To Up-Level Your Customer Experiences
March 6, 2019 | Kelly PriceResearch is a requisite for creating great customer experiences, but many firms struggle to effectively integrate meaningful insights into the way they make decisions. This webinar outlines...
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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
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...
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Report Predictions 2019: Employee Experience
The Spotlight Shines Bright As Executives Scramble To Improve EX
Low unemployment and high quit rates are intensifying the already bright spotlight on employee experience (EX). But while companies, EX professionals, and executives are anxious to improve employee...
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Report Modernize Your Customer Research
Technologies And Techniques For Faster, Better Customer-Centric Decision Making
October 2, 2018 | Kelly PriceCustomer 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...
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Report The Top Four Takeaways From SF Design Week 2018
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,...