customer-centric design

“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]

What is design debt? Principal Analyst Andrew Hogan joins What It Means in advance of his talk at CX North America to discuss this hidden problem and how addressing it strengthens customer experiences.

Digital analytics will become a more powerful force in design, as recent consolidation in the interface experience analytics technology space indicates. Learn more.

In 2020 more design teams used service blueprints compared to 2019. But is service design visible and demonstrating value within organizations?

I recently attended the Config 2021 design conference, and my big takeaway from its opening keynote is the introduction of branches and version control capabilities that will allow design teams to benefit from all the comfort that version control systems such as GitHub, Subversion, CVS, or Bitbucket have been offering to software engineers for decades. […]

Are you investing your design efforts in the right place? Are you wondering if your company is really designing in ways that attract and create more loyal customers? Learn what could be standing in your way.

Discover the critical trends that will matter to CX leaders in 2021.

A design system continually evolves — it’s not a project a design team can complete and move on from. In fact, a design system requires an ongoing time and resources investment just like a customer-facing digital product.

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 […]

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.

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.

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.

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.

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 […]

New research at Forrester will look into how ambient technologies that extend into our physical context could impact customer and employee experiences.

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 […]

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?

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.