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.
Discover how Forrester supports customer experience leaders.
Insights
Blog
Guide Your Digital Experience Strategy With Forrester’s Digital Connections Tracker And Moments Map
We often hear comments and questions from customer experience and digital business leaders such as, “We designed and built this product, but not many people use it — and we don’t know why” or “We have a chatbot, but customers are not using it, so how can we drive engagement?”
Blog
Qualtrics X4 Highlights: AI-Powered Research Is Expanding
What do AI-powered advancements such as Experience Agents and Qualtrics Edge mean for experience research today and in the future? Here are three takeaways from Qualtrics X4.
Blog
Retailers: Boost User Confidence This Holiday Season
This holiday season, increase your customers’ confidence in your digital experiences with four best practices.
Blog
Five Questions To Ask Yourself To Get The Most Out Of Your Customer Interviews
Interviewing is a key method for gathering rich qualitative data in customer research. To get the most out of your customer interviews and produce data that drives decision-making, ask yourself these five questions.
Blog
Six Technologies Will Make Digital Experiences More Humanlike (And GenAI Is Just One Among Them)
The future of human-machine interaction will be drastically more humanlike in six ways — creative, conversational, perceptive, embodied, physical, and personified — as a result of six emerging technologies. But these technologies are still immature, and the road ahead is fraught with challenges.
Podcast
What Makes Journey-Centric Companies Different
Journey centricity can help companies boost their revenue, reduce costs, and build better experiences for customers and employees. What defines a journey-centric company, and what does it take to become one? Vice President and Principal Analyst Joana de Quintanilha explains on this week’s episode of What It Means.
Blog
Rethink Your Research Practices To Create Inclusive Experiences
More than 1 billion people worldwide have disabilities and are underserved by today’s digital products. Global Accessibility Awareness Day (GAAD) reminds us of this and aims to get everyone talking, thinking, and learning about digital access and inclusion.
Blog
The $1M Mistake: Why Localization Prioritization Misses The Mark
Companies waste millions when they don't prioritize localization based on customer preferences. Learn about a new Forrester tool that can bring needed clarity.
Blog
How Poor UX Affected My Choice of Insurance Provider
Learn how poor UX directly affected this analyst’s choice of insurance provider — and how to avoid the same mistakes.
Podcast
327: Empathy Part II & Welcome New Analyst!
In this episode, we welcome back Senem Guler Biyikli, now officially an analyst! She joins us to discuss the link between anthropology and CX, her current research on empathy, and how to promote empathy in a digital environment.
Podcast
324: Journey Mapping Trends
It’s a topic that is a perennial favorite among CX pros: journey mapping. Today, journey mapping platforms help not only with mapping itself but with visualization, brainstorming, and ideation, as well. Covering the key trends is Forrester Senior Analyst Michelle Beeson.
Blog
Forrester Reviews And Scores Indian Mobile Banking Apps: What We Learned
India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Consumer Asia Pacific Survey, 2023, a staggering 87% of online Indian adults expressed their desire to do all their banking on a smartphone. This statistic marks the highest percentage among the countries surveyed in the Asia Pacific region. It also underscores the […]
Podcast
How Creative Commerce Fuels Loyalty Across The Customer Lifecycle
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.
Blog
Supercharge Customer-Needs Discovery To Drive Customer-Obsessed Growth
Now more than ever, product managers must deeply understand their customers. With digital transformation efforts rampant, competitors coming online faster, and customer experience expectations rising, the standard practice of customer-needs discovery can’t keep up with this fast pace of change. In addition, customer demands are evolving rapidly — if you blink, you may miss them […]
Blog
The Humanlike Future Of Interactions With Machines
In a major, accelerating trend, interactions between people and machines are becoming more like those between people.
Blog
Practice Responsible Design — It’s A Matter Of Trust
Firms must practice responsible design to earn trust and drive sustainable value. Learn more in this blog post.
Blog
Oh, What A Crisis Can Do!
It’s not proven that Winston Churchill said “Never let a crisis go to waste.” But whoever said it, they could have been talking about chatbot deployments. Our world is littered with unloved chatbots, useless offerings that deliver horrible experiences and are used by no one. Typically, this is the result of trying to boil the ocean, overthink things, and attempt to create the perfect chatbot right out of the gate. Brands that build their chatbots in response to a crisis don’t have time to overthink anything — they just do it, and this has led to some very successful deployments.
Blog
Explore The End Of The Customer Lifecycle At CX APAC 2023
Death. Taxes. The customer lifecycle. Until now, business leaders could count on the inevitability of all three. But no longer. Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. And during the pandemic, businesses proved that they can innovate fast enough to keep up. As both consumers and businesses race forward, […]
Blog
What You Can Learn From The Guy Who Built A New Kind Of Bike By Removing The Pedals
You’d be forgiven for not noticing a fundamental change in the pedagogical methods for teaching kids to ride a bike: Training wheels are out; balance bikes are in. Actually, if you’re a parent of anyone under 15, you probably have noticed this shift. But within this shift lies a potent lesson in the power of […]
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