customer-centric design

One of the hallmarks of any industry leader is its ability to put the customer at the center of all activity. Use these insights to move your organization toward customer-centric design.

Insights

Blog

Blick voraus: Was europäische Entscheider in 2021 erwarten dürfen

Dan Bieler 3 days ago
Widersprüche im Kaufverhalten, ordnungspolitische Umwälzungen und mehr grenzüberschreitende Remote-Arbeit werden 2021 prägen Bisher machen die „stürmischen 2020er Jahre“ ihrem Namen alle Ehre – wir erleben eine globale Pandemie und die rasant wachsenden Auswirkungen des Klimawandels.  Und dabei ist das neue Jahrzehnt noch nicht einmal ein Jahr alt!  Aber mit der Volatilität kommen auch Chancen.  Um […]
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Blog

Three Tips for Using Design Thinking in Product Management Activities

Sam Somashekar September 11, 2020
Product managers must integrate design thinking into their product commercialization and lifecycle process to foster a customer-focused approach for offerings. Otherwise they risk being too internally focused and out of touch with the market segments they serve. Sam Somashekar shares the top three tips to help integrate design thinking principles into product management activities to ensure commercial success of your products.
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Video

B2C Firms Must Prepare As Consumer Buying Enters A New Era

Sucharita Kodali September 11, 2020

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Podcast

Find Your Firm’s Path To Customer Obsession

What It Means August 27, 2020
Customer obsession means putting the customer at the center of your business leadership, strategy, and operations. Learn how to define and operationalize a successful customer obsession strategy on this episode of What It Means with VP, Principal Analyst Shar VanBoskirk.
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Blog

The New Normal For Customer Experience: Join Our Keynote At Summit Asia Pacific

Tom Mouhsian August 10, 2020
The pandemic has introduced a tumultuous period that's shaping the future and forcing a shift in ways that business, technology, and consumer expectations develop from this point forward. We at Forrester have identified five key shifts that will take place over the next five or more years.
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Blog

Forrester Can Help You Craft Your Customer Obsession Strategy

Shar VanBoskirk August 4, 2020
In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.
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Blog

Apple Takes An Inspiring Stand On UX, Privacy, And Diversity At WWDC 2020

Karine Cardona-Smits June 24, 2020
Apple revealed major announcements for the new iOS 14 system during its Worldwide Developers Conference (WWDC) 2020. What is coming to the iPhone demonstrates a deep understanding of our behavior and use of our devices in mobility. It also makes a clear statement on privacy and diversity principles. UX Is All About Use In Context […]
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Blog

Starting Research On Ambient Technologies And Experiences

Frank Gillett May 28, 2020
New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.
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Blog

The Effect Of COVID-19 On Canadians’ Financial Well-Being

Peter Wannemacher May 18, 2020
Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]
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Blog

5G In Financial Services

Dan Bieler April 20, 2020
5G will let financial services firms step up their offerings for customers. But it will also increase competition in the sector. Is your tech strategy up to the challenge?
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Blog

Conducting Customer Research Remotely: Tips, Tricks, And Resources

Kelly Price March 31, 2020
Resources and guidance for transitioning to remote research in response to COVID-19. Discover techniques, vendors, and best practices that can help you conduct customer research now.
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Blog

Customers Are Staying Home — So Prioritize Digital UX

David Truog March 27, 2020
With customers worldwide coping with the pandemic, companies need to recalibrate customer experience (CX) efforts, and with most people cooped up at home, it’s suddenly more important than ever to get digital experiences right.
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Blog

Micro UIs: Microservices Are Visual, Too

Randy Heffner March 12, 2020
Stop Conflating Microservices With APIs Too often in client conversations, Forrester hears the terms “microservice” and “API” used interchangeably. To make your architecture and design patterns stronger, separate the two. Draw a hard line of distinction between them. Specifically: “Microservice” is a packaging and deployment concept. At its core, microservice strategy aims to create technical […]
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Blog

Strategic Design Is Finally Recognized In Agile Frameworks

Karine Cardona-Smits February 28, 2020
Designers joining Agile teams often complain about feeling like misfits. The importance of good design is mentioned in Agile principles, but designers are nowhere in the picture. The only individuals that Agile principles mention are business people and developers. How do you fit in, then, when you are a user experience, customer experience, service, or […]
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Blog

Just How Much Do Design And Data Science Collaborate?

Andrew Hogan December 18, 2019
Findings from our recent survey show that there's room for improvement.
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Podcast

The Customer In 2020 Searches For Meaning

What It Means December 12, 2019
Join us on a journey to the center of the customer’s hollow universe. Forrester Senior Analyst Anjali Lai and VP and Principal Analyst James McQuivey explore why customers will yearn for brands to provide something more meaningful than the rapid escalation of self-centered benefits.
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Podcast

The Ambiguity-Laden March Toward People-Centric Design

What It Means December 5, 2019
We’ve gotten used to adapting to technology. But in the future, tech will adapt to us. On this episode, Hector Ouilhet, head of design for Google Search and Google Assistant, shares the latest in people-centric design.
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Podcast

The Secret To Transformational CX Design: Your Org Chart

What It Means November 21, 2019
What does it take to design truly transformational, human-centric customer experiences? On this episode of What It Means, Bank of America’s Rachel Kobetz shares her insights.
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Blog

Empirical Innovation: Prioritize Evidence Over Instinct To Innovate Successfully

David Truog November 18, 2019
Many companies operate under the idea that "If you innovate it, they will come." Spoiler alert: They won't. Successful innovation relies on empirical research.
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Blog

Three Takeaways From Adobe’s MAX Conference — About AI, Design, And Creativity

Andrew Hogan November 14, 2019
Adobe’s recent MAX conference featured the usual (impressive) lineup of creative celebrities and new features, many of which are powered by Adobe’s AI engine Sensei — but the event also touched on some larger points that demonstrate companies should: No. 1) Enable a design team to help AI efforts. AI has amazing potential to improve […]
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