Charts & Figures
Search Results
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Forum CX SF 2019
The Rise of XD: Master the New Art (and Science) of Experience Design
Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD...
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Workshop Elevate Customer Experiences Through Experience Design
A Workshop for Customer Experience Professionals Collocated with CX NYC 2019
Customer experience is the new battle ground to win, serve, and retain your customers. Creating great customer experiences is more than knowing design thinking or the key user experience...
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Forum Consumer Marketing 2019
Beyond The Direct-To-Consumer Revolution
Direct-to-consumer (DTC) brands have captured consumers’ admiration and loyalty … but most have an unsustainable economic model. Traditional brands are optimized to deliver financial...
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Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today
Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...
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Report The Fear Of Hiring XD Providers And How To Overcome It
Companies Fear Abandonment, Failure, Infighting, Arrogance, And Chaos, But Three Tactics Can Help
December 13, 2018 | Andrew HoganIt's smart for companies to contract with an outside firm for experience design (XD) — but they often fear how the partnership might go sour. This bite-size brief highlights five common...
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Blog When Design And Algorithms Collide
December 13, 2018 | Andrew HoganAlgorithms are a new design material, affecting UX in the form of news feeds, recommendations, and propensity scores. Unfortunately, it’s not all going smoothly . . ....
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Report The Six Key Steps To Instituting Good Experience Design
Beginner Level: Design Practices For CX Transformation
Getting experience design right is essential to customer experience (CX) transformation — it means performing specific activities required for defining and refining experiences based on your vision...
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Report Experiment With New Approaches At The Leading Edge Of Design
Advanced Level: Design Practices For CX Transformation
October 30, 2018 | Andrew HoganGetting experience design right is essential to CX transformation — it means performing specific activities required for defining and refining experiences based on your vision and research-based...
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Report The Forrester Banking Sales Wave™: Canadian Mobile Sites, Q4 2018
Canadian Banks Need More Compelling Content And Easier Navigation To Win Prospects
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. To...
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Blog Experience Design Service Providers Are Changing — Here’s How And What It Means
October 22, 2018 | Andrew HoganForrester recently surveyed 51 XD providers — agencies and consultancies with varied expertise such as Astro Studios, Fantasy, frog design, Punchcut, and Work & Co — that provide experience...
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Blog Experience Design Providers’ Costs And Timelines Vary Widely
October 22, 2018 | Andrew HoganWhen we surveyed XD providers recently, they told us that, because of complexity, system integrations required, and many other factors, project costs and timing are all over the map. Some told us...
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Blog Your Experience Design Provider Builds Its Own Products And Invests In Startups? Good!
October 11, 2018 | Andrew HoganAbout half of the 51 XD providers we surveyed recently — agencies and consultancies such as Astro Studios and Work & Co that provide experience design (XD) services — are also: Developing...
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Report Real Conversational Interfaces
Most Chatbots And Voice Interfaces That Claim To Be Conversational Are Not
Interfaces that let people use natural language — from chatbots based on typing and reading to voice interfaces based on speaking and listening — are wildly popular but wildly immature: They're...
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Report The Forrester Banking Sales Wave™: US Mobile Sites, Q3 2018
US Banks Need Better Content To Win Prospects
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...
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Blog In XD Providers’ Emerging Technology Work, Machine Learning And Chatbots Mature Fastest
September 26, 2018 | Andrew HoganExperience design (XD) providers we surveyed told us that among emerging technologies, clients most often ask them about machine learning, chatbots, the internet of things (IoT), and augmented...
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Report The Top Four Takeaways From SF Design Week 2018
The 2018 SF Design Week (in July) provided a window into what top designers are working on and thinking about through 197 presentations, panels, and other activities from Airbnb, Chase, Facebook,...
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Blog Design, Data Science, And The Algorithms That Run Our Lives
September 13, 2018 | Andrew HoganWe encounter algorithms every day in many different experiences — from YouTube to Facebook to Uber. Personalization and individualization (impossible to do without algorithms) are hailed as keys to...
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Report The Forrester Tech Tide™: Experience Design, Q3 2018
Nineteen Technologies Underpin Experience Design
Experience design (XD) is increasingly critical to firms' ability to win, serve, and retain their customers. To accelerate their performance in XD, companies are evaluating and adopting a range of...
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Report Product Management's New Hunger For Customer Research Done Right
A Gathering Of 1,600 Product Leaders Reveals Why They Need To Partner With CX Pros
Product managers at Mind the Product SF 2018 (a leading product management conference Forrester attended in July) clearly recognized the importance of conducting customer research. But many were...
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Report Consumers Want Convenience, Not Conversations
Conversational Interfaces Struggle To Deliver Contextual Convenience
Consumers want convenience and choice — not conversational interfaces. However, fear of being left behind still impels digital business leaders to build them. And even more than half of those that...
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Report The Forrester Automotive Wave™: US Websites, Q2 2018
The Playing Field Is Wide Open For Carmakers To Break Away
June 18, 2018 | Brendan Miller, Andrew HoganUS new auto sales surpassed 17 million vehicles in 2017 — one of the best years on record for the auto industry. Can it do better? Over 90% of US auto shoppers used manufacturers' websites to guide...
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Report Business Designers, North America, Q2 2018
Forrester's Overview Of Nine XD Providers Offering Human-Centered Business Design Services
June 14, 2018 | Andrew HoganYou can contract with business designers — a type of experience design provider — to apply human-centered design to: 1) align C-level executives around customer needs; 2) reshape strategies and...
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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 HoganDesign 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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Report Specialty Designers, North America, Q2 2018
Forrester's Overview Of 24 XD Providers Offering Human-Centered Specialty Design Services
June 14, 2018 | Andrew HoganYou can contract with specialty designers — a type of XD provider — to apply human-centered design to: 1) craft experiences that use emerging technologies; 2) get to production faster; and 3) work...
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Report Convergent Designers, North America, Q2 2018
Forrester's Overview Of 35 XD Providers Offering Human-Centered Convergent Design Services
June 14, 2018 | Andrew HoganYou can contract with convergent designers — a type of experience design provider — to apply human-centered design to: 1) bring different fields of design together; 2) shape and sell ideas using...
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