Search Results

• Forum CX North America

  Cutting-edge, interactive CX programming

  June 16, 2020 | New York City | Andrew Hogan

  Join 50 Forrester analysts and 1,500 CX industry leaders at CX North America for three days of innovative customer experience thought, tech, and strategy.

• Report How To Evolve Your Mobile App

  Make Smart Investment Choices Based On Your Customer's Goals And Needs

  May 22, 2020 | Julie A. Ask, Andrew Hogan, Kelly Price

  When applied to mobile apps, the definition of great is a constantly moving target because both what technologies can do and what consumers expect of experiences are evolving quickly. Use this...

• Report Digital CX And Design Trends, 2020

  May 20, 2020 | Andrew Hogan, Gina Bhawalkar, Jennifer Wise

  Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa...

• Report The Forrester Streaming Media Wave™: US Apps, Q4 2019 (Updated Q2 2020)

  Netflix, Hulu, And Amazon Prime Set The Bar For Most New Entrants

  May 13, 2020 | Jim Nail, Andrew Hogan

  Competition for the time and dollars of US streaming service consumers is about to get intense. The recent entries of Apple TV+ and Disney+ and the impending launch of Warner Media's upgrade to HBO...

• Report How To Persuade Customers To Open A Checking Account

  Apply Lessons Learned From Forrester's Q1 2020 Banking Sales Wave™ Evaluations

  April 21, 2020 | Alyson Clarke, Andrew Hogan, August du Pont

  Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers are using their mobile phone to find, research, and apply for an account....

• Report Best Practices: US Streaming Media Apps

  Keep Viewers By Delivering A Great Experience

  March 19, 2020 | Jim Nail, Andrew Hogan

  Streaming media services will need to pair great content with an equally great experience if they want to earn customer loyalty amidst fierce competition in 2020. This report reveals the best...

• Report The Dark Pattern Trap: How To Prevent Decisions That Help Short-Term KPIs But Hurt Loyalty

  February 26, 2020 | Andrew Hogan

  Many companies drive growth by manipulating customers — breaking no laws but breaking trust. While these design decisions can boost revenues in the short term, they frustrate customers, demoralize...

• Report Forrester's Top Customer Experience Research Findings Of 2019

  February 21, 2020 | Rick Parrish, Gina Bhawalkar, Angelina Gennis

  Forrester's customer experience (CX) research team published more than 100 reports in 2019. In this review, we pull our most important CX findings — across a range of topics — out of those reports...

• Blog Four Takeaways About Modern Design From Figma’s Config Conference

  February 19, 2020 | Andrew Hogan

  Recently, Gina Bhawalkar and I attended Figma’s Config customer conference. For those unfamiliar with Figma, it’s a design and prototyping tool known for supporting collaborative design...

• Blog How To Fight Bias In Machine-Learning-Based Experiences

  February 10, 2020 | Andrew Hogan

  Recently, I interviewed Carol Smith about AI and ethics — she’s a senior research scientist at Carnegie Mellon’s Software Engineering Institute, and she told me: “You’re bringing yourself to the...

• Blog How Banks Still Make It Too Hard For People To Open An Account

  February 3, 2020 | Andrew Hogan

  Here’s what real-world bank prospects told us about trying to open a checking account: “The website did not fully answer my question . . . ” “There were so many descriptive words that I had a hard...

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  Webinar AI Predictions 2020

  A Conversation With The Analysts Who Made Them

  January 27, 2020 | Srividya Sridharan, Mike Gualtieri, Ian Jacobs

  The artificial intelligence (AI) zeitgeist today is filled with grand vision, pragmatism, hope, fear, success, failure, and everything in between. As with any megatrend, AI has captured the...

• Report The Forrester Banking Sales Wave™: Canadian Mobile Sites, Q1 2020

  Canadian Banks Need To Better Help Prospects Choose And Apply

  January 23, 2020 | Alyson Clarke, Andrew Hogan

  Chequing accounts are central to a customer's relationship with their primary bank, and an increasing number of Canadians are using their mobile phone to find, research, and apply for an account....

• Report The Forrester Banking Sales Wave™: US Mobile Sites, Q1 2020

  US Banks Need To Better Help Prospects Choose And Apply

  January 23, 2020 | Alyson Clarke, Andrew Hogan

  Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers are using their mobile phone to find research and apply for an account. To...

• Blog Just How Much Do Design And Data Science Collaborate?

  December 18, 2019 | Andrew Hogan

  What if I told you that less than half of design teams frequently work with analytics or data science employees during an iterative design process? It’s hard to be “dataful”...

• Blog Three Takeaways From Adobe’s MAX Conference — About AI, Design, And Creativity

  November 14, 2019 | Andrew Hogan

  Adobe’s recent MAX conference featured the usual (impressive) lineup of creative celebrities and new features, many of which are powered by Adobe’s AI engine Sensei — but the event also touched on...

• Report Predictions 2020: Customer Experience

  Economics Will Drive Major CX Decisions But Not Always For The Best

  October 31, 2019 | Harley Manning, Andrew Hogan, Rick Parrish

  Improving customer experience (CX) is a superior way for companies to grow revenue and increase profits. In 2020, CX professionals who can prove the ROI of what they do face a strong job outlook,...

• Report Predictions 2020: Artificial Intelligence

  It's Time To Turn The Artificial Into Reality (Checks)

  October 30, 2019 | Srividya Sridharan, Mike Gualtieri, J. P. Gownder

  The urgency to reap the benefits of AI is real. As is the opportunity. Companies are seeking tangible value via cost savings, revenue growth, new products, or customer experiences. But there is no...

• Report Empirical Innovation: Prioritize Evidence Over Instinct To Innovate Successfully

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Kelly Price, Gina Bhawalkar

  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...

• Report Why And How To Iterate: Deliver Value And Quality To Reveal And Meet User Needs

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  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...

• Report Who Should Design: Blend Democratization, Expertise, And Representativeness

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  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...

• Report Deep Design: Designing Well Combines Art And Science

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  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...

• Report Research Overview: The Design Revolution

  A Customer Experience Guide To Advancing Your Design Maturity, Overcoming Myths About Design, And Staffing For Good Design

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  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...

• Report The Design Revolution

  A Design Revolution Series Report

  October 17, 2019 | David Truog, Gina Bhawalkar, Karine Cardona-Smits

  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...

• Blog Have You Been Asked To Help Use Dark Patterns?

  September 16, 2019 | Andrew Hogan

  “I tried to stop it from happening, but they just ignored me.” That’s what one person told me recently — and many others responded similarly — when I blogged about my upcoming keynote at CX SF and...