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  • Report What's New In Service Design And What It Means For CX Pros

    Highlights From The 2018 Global Service Design Conference With Forrester's Analysis
    February 13, 2019 | Karine Cardona-Smits

    What's the latest in service design, and what does it mean for customer experience (CX) professionals? Forrester attended the 2018 Service Design Global Conference in October to investigate, and we...

  • Report Boost CX Quality By Using IoT In Customer Journeys

    Journey Analytics Platforms Will Integrate IoT For CX Pros
    March 15, 2018 | Frank E. Gillett

    Customer expectations for high-quality touches are expanding beyond the mobile and web realms. Internet-of-things (IoT) technology offers new capabilities to sense and control physical products and...

  • 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...

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