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  • Report Interactive Design Agency Overview, 2014

    May 15, 2014 | Jonathan Browne

    To help clients find the right agency to assist them with interactive design projects, Forrester conducted a survey of interactive design agencies that asked about their skills, industry...

  • Report Interactive Design Agency Overview, 2012

    July 24, 2012 | Jonathan Browne, Vidya L. Drego

    Selecting the right interactive design vendor is a complex and stressful task. The splinternet — an explosion of digital touchpoints across an array of proprietary platforms — makes that process...

  • Report How Does Social Media Contribute To Customer Experience? Let Us Count The Ways

    It's Time To Document Best Practices For Social Media And Customer Experience
    January 10, 2012 | Jonathan Browne

    Social media already plays a role at each step of customers' complex journeys to discover, evaluate, buy, access, use, and get support for products and services. Customer experience professionals...

  • Report Personas Require Regular Updates

    Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies
    August 15, 2011 | Jonathan Browne

    Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

  • Report Demand Better Processes From Your Interactive Agencies

    Design Firms Need Disciplined Approaches To Improve Online Experiences
    December 14, 2010 | Jonathan Browne

    Forrester's evaluations of Web sites and design personas created by the leading interactive agencies in North America and the UK show that agencies struggle to consistently create digital...

  • Report Online Experience: A Global Comparison

    The State Of The Web In The US, Japan, And Europe
    January 10, 2008 | Jonathan Browne

    Forrester's 2007 reviews of Web sites in Japan, Europe, and the US show a vast majority of sites in all regions to be deeply flawed. On average, US sites offer better customer experience than their...

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