Charts & Figures
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Recruiting Methods For Customer Understanding Research
April 8, 2016
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BrainJuicer Elicitation Tools
February 8, 2016
Search Results
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Report How To Recruit Customers For Research
April 8, 2016 | Leah BuleyCustomer 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...
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Report Lessons Learned From Innovators At Forrester's CXNYC 2015 Forum
December 23, 2015 | Leah BuleyAt 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,...
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Report Brief: To Beat Disruption, Think Like A Disruptor
The NewCo Conference Offers Clues To Coming CX Disruption
December 21, 2015 | Leah Buley, Andrew HoganTo 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...
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Report Digital Customer Experience Trends, 2016
December 14, 2015 | Allegra Burnette, Leah Buley, Tony CostaIn 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...
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Report Executive Q&A: Design Personas And Customer Journey Maps
November 16, 2015 | Tony Costa, Leah Buley, Jonathan BrownePersonas and customer journey maps are valuable tools that support customer experience (CX) professionals' tactical design decisions and high-level strategic goals of progressing toward...
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Report Executive Q&A: How To Build A Design Program
Five B2B Execs Highlight Best Practices
October 22, 2015 | Leah BuleyDesign 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...
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Report Brief: McKinsey Enters The Design Race With The Acquisition Of Lunar
May 21, 2015 | Leah Buley, Allegra Burnette, Tony CostaOn 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...
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Report Brief: Capital One Gets It Right With Adaptive Path Acquisition
November 21, 2014 | Leah BuleyFirms 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...
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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 HartA 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...
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Report Predictions 2016: The Spotlight On CX Helps And Hurts
November 11, 2015 | Deanna Laufer, Rick ParrishCustomer 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...
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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 HoganAt 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:...