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  • Allegra Burnette

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  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2017

    Landscape: The Digital Customer Experience Improvement Playbook
    February 7, 2017 | Allegra Burnette, Tony Costa

    In 2016's edition of this report about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine...

  • For Application Development & Delivery Professionals

    Report

    Report Integrate Design Thinking Into Agile Development

    It's Time To Apply DevOps-Style Collaboration To The Front End Of The Software Life Cycle
    February 3, 2017 | Amanda LeClair, Allegra Burnette

    Customers' rising expectations for software that meets their needs have disrupted traditional software development cycles. To address the quality-at-speed challenge, design and development teams...

  • For Customer Experience Professionals

    Report

    Report Designing For Emotion

    Tap Into The Full Scope Of Emotion To Go Beyond Delight
    January 24, 2017 | Allegra Burnette, Kelly Price

    Emotion is the key driver of customer experience (CX) quality, but few companies recognize how much it matters. And even companies that do and try to design for emotion rarely tap its full...

  • For Customer Experience Professionals

    Report

    Report Improve Digital Customer Experiences

    Executive Overview: The Digital Customer Experience Improvement Playbook
    January 10, 2017 | Deanna Laufer, Allegra Burnette

    The boundary between digital and physical keeps getting blurrier, and emerging tech like virtual reality and AI-powered chatbots is going mainstream. This is raising the bar for customer experience...

  • For Customer Experience Professionals

    Report

    Report Case Study: IBM Builds A Design-Driven Culture At Scale

    December 12, 2016 | Allegra Burnette

    In the push toward improved customer experience (CX), design — including its broader sense of design thinking — stands out as an essential skill. But how does a company, particularly a large global...

  • For Customer Experience Professionals

    Report

    Report Predictions 2017: The CX Quality Split

    Landscape: The Customer Experience Ecosystem Playbook
    October 31, 2016 | David Truog, Allegra Burnette

    The Customer Experience Index (CX Index™) leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with...

  • For Customer Experience Professionals

    Report

    Report Best Practices For Retail Sites: User Experience Review, 2016

    The Good News Is The Problems Are Avoidable
    October 20, 2016 | Andrew Hogan, Allegra Burnette

    Good user experience (UX) drives revenue through increased conversion, ongoing loyalty, and deepened trust, as Forrester's research has proven. So what can retailers learn from leading US retail...

  • For Customer Experience Professionals

    Report

    Report Data And Instinct: Design Methods At Work

    September 14, 2016 | Allegra Burnette

    Data is an increasingly important tool in our CX arsenal, helping us understand customer needs and tailor individual experiences. At the same time, design has emerged as a recognized business...

  • For Customer Experience Professionals

    Report

    Report Case Study: Etsy Invests In Customer Understanding To Steer Growth

    June 21, 2016 | Allegra Burnette, Kelly Price

    Customer understanding is the bedrock of great customer experience (CX). However, many firms struggle to build customer research programs that produce the aligned and actionable insights to drive...

  • For Customer Experience Professionals

    Report

    Report The Future Of Customer Experiences

    Vision: The Digital Customer Experience Improvement Playbook
    June 21, 2016 | Allegra Burnette

    The blurring of boundaries between physical and digital experiences, the emergence of new interfaces like virtual reality, the rise of artificial intelligence, and the ever-increasing portability...

  • For Infrastructure & Operations Professionals

    Report

    Report Brief: Drive DevOps Efforts With Customer Experience Pros

    Strategic Plan: The Modern Service Delivery Playbook

    Companies now expect infrastructure and operations (I&O) pros to optimize software delivery using methodologies like DevOps that lead to modern service delivery (MSD). Therefore, I&O pros need to...

  • For Customer Experience Professionals

    Report

    Report Introducing Forrester's New Digital User Experience Review

    Assessment: The Digital Customer Experience Playbook

    Forrester has a new digital user experience review. Like its predecessors, this heuristic evaluation relies on trained experts performing key customer scenarios. This report outlines why we created...

  • For Customer Experience Professionals

    Report

    Report Brief: Boost Customer Experience With The Internet Of Things

    March 31, 2016 | Allegra Burnette, Andrew Hogan

    The Internet of Things is quickly moving from concept to reality as more and more new products ship with sensors and data connectivity built directly into them. The amount of data companies can...

  • For Customer Experience Professionals

    Report

    Report Brief: What CX Pros Can Learn From Web Summit 2015

    January 8, 2016 | Allegra Burnette

    The recent Web Summit in Dublin brought together tens of thousands of entrepreneurs, investors, designers, developers, and other attendees and speakers. Together, they explored current trends and...

  • For Security & Risk Professionals

    Report

    Report Brief: Five Ways To Help Federal S&R Pros Boost Customer Experience

    January 7, 2016 | Andras Cser, Rick Parrish

    In response to a spate of devastating breaches, federal agencies plan to implement security enhancements like multifactor authentication. However, federal agencies are also dealing with a history...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2016

    December 14, 2015 | Allegra Burnette, Leah Buley

    In 2015, Forrester identified a shift in focus beyond mobile-first to a broader view of digital customer experiences that increasingly blends physical and digital interfaces. For 2016, that trend...

  • For Customer Experience Professionals

    Report

    Report Make This Website Redesign Your Last

    October 22, 2015 | Allegra Burnette

    The Big Bang website launches and marketing splashes of yesterday are dying. It's time to enter the new era of iterative, progressive improvements to web experiences. This report shows customer...

  • For Application Development & Delivery Professionals

    Report

    Report Bring Design Practices To Application Development

    How Organizations Are Reinventing Requirements Using Agile And Digital Design Approaches
    October 2, 2015 | Kurt Bittner, Allegra Burnette

    Increasing demand for rapid delivery of new application capabilities everywhere has left organizations struggling to reinvent requirements. Leading organizations are combining Agile and development...

  • For Customer Experience Professionals

    Report

    Report Five Ways For Federal Agencies To Improve The User Experience And Digital Security

    October 1, 2015 | Rick Parrish, Allegra Burnette

    Customers neither like nor trust federal digital customer experience (CX), and the situation is about to get worse. In response to recent high-profile hacks, federal agencies are set to implement...

  • For Customer Experience Professionals

    Report

    Report Design Methods In The Age Of The Customer

    July 8, 2015 | Allegra Burnette

    Customer experience (CX) professionals want to grow and transform their businesses by fostering empathy for their customers, quickly adapting to challenges, and creating effective and compelling...

  • For Customer Experience Professionals

    Report

    Report Brief: McKinsey Enters The Design Race With The Acquisition Of Lunar

    May 21, 2015 | Leah Buley, Allegra Burnette

    On May 14, 2015, design firm Lunar Engineering announced that management consulting firm McKinsey will acquire it for an undisclosed sum. McKinsey joins a growing list of diverse firms such as...

  • For Customer Experience Professionals

    Report

    Report Brief: Staffing For Data-Driven Design

    April 29, 2015 | Allegra Burnette

    Data gives firms the objectivity that they need to identify, test, and validate design decisions, at scale and fast. But the skills they require to blend data and design sensibilities are rarely...

  • For Customer Experience Professionals

    Report

    Report How To Be A Great Client

    Master The Three P's To Elicit Top-Shelf Work From Digital Agencies
    March 13, 2015 | Allegra Burnette

    Digital design agencies now offer iterative design-focused, user-centered processes to help their clients create quality customer-obsessed work on tight deadlines. But too many potential clients of...

  • For Customer Experience Professionals

    Report

    Report Digital Customer Experience Trends, 2015

    March 10, 2015 | Allegra Burnette, Tony Costa

    In 2014, Forrester identified the pursuit of user experience (UX) talent and a focus on mobile to drive customer experience innovation as two dominant digital customer experience (CX) trends. We...

  • For Customer Experience Professionals

    Report

    Report Top Ways To Improve Digital Customer Experience

    February 5, 2015 | Allegra Burnette

    Forrester's 2014 Customer Experience Index reveals a marked shift toward "good" and "excellent" customer experiences, but firms still struggle to identify what digital experience improvements they...