experience design (XD)
Getting experience design (XD) right is essential to CX transformation. But what is experience design — and how can it differentiate your brand? Read Forrester’s insights on elevating design to build more powerful customer connections.
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COVID-19 Offers The Opportunity To Redesign The Physical Office
In the wake of Covid-19, organizations must redesign mobility solutions to shape resilient and adaptive future workspaces.
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New Research: State Of Design Teams — We Need Your Help!
To give you insights on the state of experience design (XD)/user experience (UX) teams, my colleagues and I, who cover design and UX, run an annual survey. In our most recent one, 61% of respondents reported that their design team impacts strategic decisions, for example. And I’m excited to share that our 2020 State Of […]
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Predictions 2021 Online Event
Dive deep into the dynamics that will generate obstacles and opportunities in 2021.
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Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
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Get Your Design System Right: Approach It Like A Product
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.
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Design For Change: Uncertainty Can Lead To Positive Outcomes
2020 is a year of change. Change affected all of us in similar ways, but our ability to adapt to change varied. Discover how to design process and principles for change and resilience.
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Adapt, Innovate, And Integrate — How To Thrive In A Disrupted B2B Event Sector
Marketing leaders should embrace the new reality and look for ways to adapt their current approach to in-person events, while exploring ways to innovate their virtual event experience.
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What Do Your Customers Want For The Holidays? Confidence
Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.
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Predictions 2021 Hub
Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.
Blog
Adobe MAX 2020 Takeaways: Creative Systems, AI+Design, And Accessibility
This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating skills. That’s not an indictment; it’s a sign the company has a clear strategy for its creativity offerings and is sticking to it. Adobe Creative Cloud has posted impressive results during the pandemic, […]
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Best Practices For Tech Transformation In Government
Technology transformation is a fundamental pillar for reforming the overall workings of government.
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Designing For Confidence: Good For Business And Good For People
The main priority for CX design has changed as a result of the pandemic. Analyst Andrew Hogan explains how.
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Blog
Vast, Fast, And Relentless: The Future Of How People Buy
The way people buy products and services has been evolving rapidly, and the fast and furious pace is only accelerating — sinking some companies while creating immense opportunity for others, new and old. Discover the four forces that will define the next era of consumer buying.
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Blog
Still Considering Mobile Experience As A Reduced Web Experience? Wake Up!
As we're reviewing mobile banking apps for our upcoming European Digital Experience Review™ research, there's a noticeable gap between leaders and laggards on both user experience and functionalities offered in-app. The main reason that keeps laggards behind resides in their mobile experience strategy — or, rather, the lack of it.
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Forrester Reviews And Scores US Mobile Banking Apps: What We Learned
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]
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Blog
Apple Takes An Inspiring Stand On UX, Privacy, And Diversity At WWDC 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
The Effect Of COVID-19 On Canadians’ Financial Well-Being
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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Redesign Your Physical Location To Successfully Welcome Customers Back
To encourage customers to come back and usher in economic recovery, companies must plan to redesign their physical-location experiences to address customer fears of COVID-19 and their desire to maintain social distancing.
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Blog
Dive Into Moments-Based Marketing At CX North America
To bring moments-based engagement to life, marketers will need a new approach to recognize and act on moments and new planning techniques to establish balance between moments and campaigns. To pull it off, they’ll need the data and technologies that can turn signals into insights and to identify the moments that matter and deliver interactions precisely at the right time.
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The Next Step In Your Brand’s Digital Journey: Anticipatory Digital Experiences (And How To Deliver Them)
Today’s digital experiences place too much cognitive load on the consumer. Why? Because the success of websites is measured based on feature parity along with the ability to navigate a composite of services meant to do all things for all people. Business metrics for these same experiences are tied to revenue or self-service rather than […]
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Blog
Customers Are Staying Home — So Prioritize Digital UX
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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The Doctor-Patient Relationship Must Be The Cornerstone Of Your Digital Transformation Strategy
Senior Analyst Jeff Becker provides early results from the joint Forrester-HIMSS survey on healthcare organizational culture, patient satisfaction, and physician burnout.
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