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Charts & Figures
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The Four Facets Of Customer Experience Management Maturity
October 29, 2018
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Companies Must Develop Six Competencies Around A CX Vision
October 29, 2018
Search Results
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Report Empirical Innovation: Prioritize Evidence Over Instinct To Innovate Successfully
A Design Revolution Series Report
Many companies mistakenly believe that effective design is driven by instinct, not research, or that research is a "nice to have" that's too time-consuming. But instinctive design relies on...
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Report Why And How To Iterate: Deliver Value And Quality To Reveal And Meet User Needs
A Design Revolution Series Report
Iterating is key to designing well. And design often must mesh with Agile, in which iterating is also key. Why do design and Agile both use iteration? Because iterating produces insight into what...
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Report Who Should Design: Blend Democratization, Expertise, And Representativeness
A Design Revolution Series Report
Some companies believe design success is a matter of training employees in design thinking. Others entrust designing only to professional designers. Both approaches are wrong. Firms need both...
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Report Deep Design: Designing Well Combines Art And Science
A Design Revolution Series Report
Many companies treat design as if it were only about look and feel and see it as a discipline suited primarily to people with artistic inclinations — a risky mistake. This report for experience...
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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...
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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...
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Report Why And How To Lead A CX Transformation
The Executive Overview Of The CX Transformation Playbook
October 29, 2018 | David TruogA laser-like focus on CX is the best path to business success. Forrester has proven this by analyzing major brands' financial results and showing that they correlate with how customers perceive...
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Report Demystifying The Language Of CX And UX
Essential Definitions For Your Execs To Avoid Making Misguided Strategic Decisions About CX And UX
October 2, 2018 | David TruogCX and UX pros can't go it alone — you need your colleagues to be onboard, to deliver the right experiences to your customers. The foundation for this is a shared understanding of what you're...