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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Digital CX And Design Trends, 2020

    Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa...

  • 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...

  • 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...

  • Report Bridge The Seams In Mobile Banking Experiences

    Digital Feature Fix: Reduce Friction And Improve Cross-Channel UX
    October 4, 2019 | Gina Bhawalkar, August du Pont

    Banks continue to expand their mobile experiences to include new features and content aimed at letting customers manage their finances from a mobile device. But with these additions, banks often...

  • 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...

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