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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 How To Prototype Like A Pro

  Processes: The Digital Customer Experience Improvement Playbook

  February 8, 2016 | Leah Buley

  Only 13% of firms say that they regularly use prototyping and iteration in their customer experience (CX) design process, despite their wide regard as best practices. This is a miss. Prototyping...

• 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 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 User Experience Capabilities Assessment

  June 16, 2015 | Leah Buley

  The words "easy to use" appear at or near the top of requirements lists in countless customer experience (CX) project specification documents. But saying that usability is a requirement doesn't...

• 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: How To Hire Great UX Talent

  Hint: While You're Assessing Them, They're Assessing You

  March 23, 2015 | Leah Buley

  The user experience (UX) field is a talent market in transition. Firms aren't the only ones that now see the strategic value of user experience; so do user experience professionals. And UX talent...

• Report How To Modernize User Experience

  It's Not Just About Usability Testing Anymore

  March 23, 2015 | Leah Buley

  Today, user experience (UX) is a robust field combining elements of product design, service design, and innovation. But most customer experience (CX) professionals maintain a narrow view of UX,...

• 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 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:...