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  • Drive revenue with customer experience
  • Jennifer Wise
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  • Report The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is
    April 4, 2019 | Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie...

  • 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...

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