user experience (UX)
Good customer experience depends on a clear and engaging user experience. As digital has become critical, user experience is now indispensable to achieving customer loyalty. Good UX also boosts employee productivity, empowering them to more efficiently meet organizational goals. Read our insights to improve your firm’s user experience excellence across touchpoints and journeys.
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Blog
A New Dawn For VMware EUC And Carbon Black, But Not Without Risk
Broadcom Will Divest VMware’s EUC And Carbon Black Businesses In the latest installment of the Broadcom-VMware acquisition saga, Broadcom CEO Hock Tan announced on Broadcom’s Q4 2023 earnings call last night that the semiconductor giant will be divesting two VMware business units: End-User Computing (EUC) and Carbon Black. The announcement comes just 11 days after […]
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.
Unleash Enterprisewide CX Innovation With Design Thinking
Learn how to establish and scale a design thinking practice to solve business problems with CX.
Blog
VMware Customers: Brace For Impact
With the VMware-Broadcom deal set for closing, what should you know? Learn five key things VMware customers can expect in the coming years.
Blog
People Avoid Chatbots — Here’s How Your Company Can Make Its Bot Better
Creating an effective chatbot is hard. To get it right, you need to master conversation design, a new discipline for creating experiences that are based on conversational AI, and you need to know where and when to use new technologies like generative AI.
Blog
Adobe’s GenAI Acceleration Bodes Well For Your Company’s Creativity
Most genAI discussions focus on what’s technically possible, not the human, societal, and legal dimensions, but Adobe has become a leader in recognizing and addressing those, which is essential to readying genAI for business. Last week, the company accelerated its lead, with significant roll-outs and announcements at its annual Adobe MAX event for design professionals. I share my thoughts in this new blog post.
Blog
Announcing The Forrester Wave™: Digital Accessibility Platforms, Q4 2023
I’ve been prepping for a detailed evaluation of this technology market for some time, and I’m excited to announce that The Forrester Wave™: Digital Accessibility Platforms, Q4 2023, is now live!
Blog
Do You Understand GenAI? You Need To, Especially If You’re A CX Leader
Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do. So last week we published a new, FAQ-style report […]
Get The Latest In Customer Experience
Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
A Few North American Mobile Banking Apps Lead, But None Stand Out
Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences. So what […]
Webinar
Spark An Innovation Culture With Design Thinking
Learn how CX leaders can use design thinking to create a culture of innovation and differentiate on superior CX action that anticipates and delivers on customers’ needs.
Blog
Small Business Remains A Big Opportunity For Banks
Despite some of the market upheaval caused by inflation and other issues, SMBs remain a good opportunity for banks. Find out why.
Webinar
Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
Generative AI Can Help Design Now — And It’s Just The Beginning
Generative AI will transform design — and not merely by creating images, which are just the visible tip of the design iceberg, but by assisting with designing products and interactions, improving user research, and more.
Where Are CX Leaders Targeting Their 2024 Spend?
Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.
Blog
Introducing The Digital Accessibility Platforms Landscape, Q2 2023
I aim to help clients understand the technologies available to help them scale and report on the progress of their accessibility programs, starting with our just published Forrester Landscape on the Digital Accessibility Platforms market.
Blog
Figma’s Embrace Of Developers And AI Expands And Evolves Design
After Figma’s announcements last week at Config 2023, bridging design and development the right way and stepping smartly into AI-assisted digital product creation, we predict that the company will add modes for other roles, too, in addition to designers and developers, leading to a more inclusive and collaborative understanding of design.
Blog
Global Accessibility Awareness Day 2023: Bright Spots And Opportunities In A Year Of Accessibility Research
Today is Global Accessibility Awareness Day (GAAD), a day focused on digital accessibility and inclusion. Why do we need a day dedicated to this?
Blog
Design Responsibly To Earn Trust
What does it mean to practice human-centered design? The answer to that question is evolving. If you’ve read my research, you know it’s critical for businesses to embed accessibility and inclusive design practices into how they design and develop experiences. Doing so helps increase revenue, reduce costs, increase resilience, and build trust with customers and […]
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 […]
Steer Your CX Budget With Our 2024 Benchmark Data
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
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
Companies Have Agnosia About Experiences
We found that agnosia quite nicely describes what is happening with companies’ efforts around experience. Their inability to identify you as the same individual after having repeatedly interacted with them as a customer and user and employee over a period of time, might cause you to question your sanity when interacting with them.
Blog
Generative AI Gets An Upgrade To Business Class With Adobe Firefly
Adobe’s new Firefly service is a leap forward in comparison with other generative AI services for images — it’s a Napster-to-Apple inflection point that bodes well for the future of creativity.
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