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.

Discover how Forrester supports customer experience professionals.

Insights

Blog

A Match Made In Plastic? Capital One’s Quest To Acquire Discover

Peter Wannemacher 6 days ago
Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success — but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]
Blog

Global Accessibility Awareness Day 2024: The Business Case For Accessibility Grows Stronger

Gina Bhawalkar May 15, 2024
In 2023, we saw more firms commit to digital accessibility, with emerging regulations bringing a sense of urgency to the work. Here are a few of the highlights from the past year and advice to help firms mature their digital accessibility efforts in 2024.

Shine A Spotlight On CX Value

The new CX leader superpower? Measurement. Download our e-book to learn what to measure to prove CX’s value and impact — so you can lead CX to success.

Blog

The European Accessibility Act Compliance Deadline Is Approaching — Are You Ready?

Gina Bhawalkar April 24, 2024
The European Accessibility Act deadline is approaching, are you ready? Read on to learn how best to prepare.
Blog

A Rising Tide: Updates On NOAA’s CX Transformation

AJ Joplin April 18, 2024
Learn how working with Forrester has helped NOAA achieve a five-year CX transformation in just two years.
Blog

Human Centricity: The Future Of IT Experience Monitoring

Andrew Hewitt January 30, 2024
IT organizations must evolve they way they monitor employee and customer experience technologies. Learn why in this blog post.
Blog

Adobe And Figma Should Partner Now To Supercharge The Digital Experience Ecosystem

David Truog December 20, 2023
The scuttling of their own deal won’t be the end of the Adobe-Figma story: The next chapter must be about close partnering instead.
Blog

A New Dawn For VMware EUC And Carbon Black, But Not Without Risk

Andrew Hewitt December 8, 2023
Find out how Broadcom's plan to divest VMware’s EUC And Carbon Black businesses could impact customers and the market overall.

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

How Poor UX Affected My Choice of Insurance Provider

Senem Guler Biyikli November 27, 2023
Learn how poor UX directly affected this analyst’s choice of insurance provider — and how to avoid the same mistakes.
Blog

VMware Customers: Brace For Impact

Tracy Woo November 22, 2023
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

David Truog November 14, 2023
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

David Truog October 18, 2023
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

Gina Bhawalkar October 18, 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

David Truog October 3, 2023
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 […]
Blog

A Few North American Mobile Banking Apps Lead, But None Stand Out

Peter Wannemacher October 3, 2023
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

Peter Wannemacher September 28, 2023
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.

How To Scale Digital Accessibility And Expand CX’s Influence

Discover how to turn a business must-have into a CX leadership opportunity.

Blog

Generative AI Can Help Design Now — And It’s Just The Beginning

David Truog July 10, 2023
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.
Blog

Introducing The Digital Accessibility Platforms Landscape, Q2 2023

Gina Bhawalkar June 29, 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

David Truog June 26, 2023
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.
More posts