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• Forum CX NYC 2019

  Change The Game: Leading Radical CX Innovation

  June 11, 2019 | New York City | Harley Manning, Rick Parrish, Maxie Schmidt-Subramanian

  First, the good news. Customer experience (CX) leaders have successfully elevated and transformed the practice of CX over the past decade. We’ve become more professional, more analytical, and...

• Report The Winning Way To Plan Customer Research

  Use Forrester's Customer Research Canvas To Drive The Why, What, How, And Who Of Your Research Efforts

  February 12, 2019 | Kelly Price, Gina Bhawalkar

  Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the...

• Report The Top Four Takeaways From SF Design Week 2018

  September 18, 2018 | Andrew Hogan, Gina Bhawalkar, Kelly Price

  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,...