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Forrester First Insight

As the coronavirus dominates the global headlines, businesses should take the opportunity to develop business continuity plans specifically for pandemics—focusing on customer, employee, and partner needs. Read more »

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  • Report Forrester Infographic: The ROI Of Design Thinking

    Costs, Benefits, And Where They Come From
    November 20, 2019 | Benjamin Brown, Ryan Hart

    As practitioners struggle to quantify and articulate the business impact of design thinking, organizations are challenged with scaling and funding design thinking in a meaningful way. The purpose...

  • Report Forrester Infographic: Manufacturing (Good) CX In Asia Pacific

    September 5, 2019 | Amit Bhatia

    References to manufacturing instantly conjure up images of the factory floor or tall chimneys billowing smoke; recall is usually related to how goods get made. But the manufacturing industry is...

  • Report Forrester Infographic: State Of CX In India

    Lessons Learned From Forrester’s CX Index™ Data
    July 11, 2019 | Amit Bhatia

    Since 2015, Forrester has been measuring the customer experience (CX) in India using our proprietary Customer Experience Index (CX Index) methodology. This infographic presents some key insights on...

  • Report At A Glance: Master Digital Voice Experiences

    A Digital Voice Experience Series Report
    March 27, 2019 | Jennifer Wise

    Digital voice interfaces are hot: New voice-activated devices are hitting the market, customers are buying them, and brands are rushing to create voice experiences for customers to use. Yet many of...

  • Report Forrester Infographic: Why EX? Why Now?

    A Visual Summary Of Your Blueprint For Converting Interest In Employee Experience Into Rock-Solid Support
    November 26, 2018 | Samuel Stern, Andrew Hewitt

    Employee experience (EX) is having its moment: We hear more interest now than ever before from our clients. That's not surprising in this tight labor market where Millennials make up an ever-larger...

  • Report At A Glance: How To Select An Experience Design Provider

    Learn About Our Research Into How They're Changing And How To Hire And Work With Them
    June 14, 2018 | Andrew Hogan

    Design services and the companies that provide them have changed. The changes are for the better, but these experience design (XD) providers' words and processes — whether around design thinking,...

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