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• Report How To Recruit Customers For Research

  April 8, 2016 | Leah Buley

  Customer experience (CX) professionals know that they need to involve customers, but they don't always know how to do it. Direct research with customers is essential for properly understanding...

• Report Lessons Learned From Innovators At Forrester's CXNYC 2015 Forum

  December 23, 2015 | Leah Buley

  At Forrester's CXNYC 2015 Forum, a panel of leaders from three fast-growing startups shared how they drive innovation at their companies. Their lessons are crucial for any business, big or small,...

• Report Brief: To Beat Disruption, Think Like A Disruptor

  The NewCo Conference Offers Clues To Coming CX Disruption

  December 21, 2015 | Leah Buley, Andrew Hogan

  To beat disruptors, it helps to know how to think like one. For a snapshot of how disruptors operate today and what it's likely to mean for customer experience (CX) in the coming years, Forrester...

• Report Digital Customer Experience Trends, 2016

  December 14, 2015 | Allegra Burnette, Leah Buley, Tony Costa

  In 2015, Forrester identified a shift in focus beyond mobile-first to a broader view of digital customer experiences that increasingly blends physical and digital interfaces. For 2016, that trend...

• Report Executive Q&A: Design Personas And Customer Journey Maps

  November 16, 2015 | Tony Costa, Leah Buley, Jonathan Browne

  Personas and customer journey maps are valuable tools that support customer experience (CX) professionals' tactical design decisions and high-level strategic goals of progressing toward...

• Report Executive Q&A: How To Build A Design Program

  Five B2B Execs Highlight Best Practices

  October 22, 2015 | Leah Buley

  Design has been a hot topic in business for well over a decade, ever since Ideo appeared on Nightline and BusinessWeek started dedicating ink to design thinking. But now the business world's...

• Report Brief: McKinsey Enters The Design Race With The Acquisition Of Lunar

  May 21, 2015 | Leah Buley, Allegra Burnette, Tony Costa

  On May 14, 2015, design firm Lunar Engineering announced that management consulting firm McKinsey will acquire it for an undisclosed sum. McKinsey joins a growing list of diverse firms such as...

• Report Brief: Capital One Gets It Right With Adaptive Path Acquisition

  November 21, 2014 | Leah Buley

  Firms that aspire to become customer experience (CX) leaders should pay close attention to the unfolding CX case study at Capital One. Following a busy two years of innovation efforts, Capital One...

• Report Case Study: Unlock Design Thinking Skills With A Practical Training Program

  The National University Of Singapore Leads In Asia Pacific With A Pragmatic Design Thinking Curriculum

  January 22, 2016 | Ryan Hart

  A growing number of companies in Asia Pacific are organizing around customer experience (CX) functions and adopting design thinking principles to drive customer-centric transformations, but most...

• Report Predictions 2016: The Spotlight On CX Helps And Hurts

  November 11, 2015 | Deanna Laufer, Rick Parrish

  Customer experience (CX) has become the top priority for business and technology leaders for good reason — few things drive customers' loyalty more than CX. With competition intensifying and...

• Report Brief: Great Digital CX Takes More Than Pixels And Code

  Lessons Learned From Speakers At Forrester's CXSF 2015 Forum

  December 16, 2015 | Andrew Hogan

  At Forrester's CXSF 2015 Forum, CX leaders shared best practices for delivering winning customer experiences in a digital world. Speakers emphasized four key themes that have enabled their success:...