user experience

Insights

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When Design And Algorithms Collide

Andrew Hogan December 13, 2018
Algorithms are a new design material, affecting UX in the form of news feeds, recommendations, and propensity scores. Unfortunately, it’s not all going smoothly . . . Want to learn more? Please reach out with any questions; I’m always happy to discuss over inquiry.
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2018 Marked 20 Years Of Customer Experience Research At Forrester!

Harley Manning November 26, 2018
I didn’t want to leave 2018 without noting a milestone for all of us here at Forrester who cover customer experience. It was 20 years ago, all the way back in September of 1998, when we inaugurated our customer experience research by publishing our first report about CX. That report, “Why Most Websites Fail,” introduced […]
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The Forrester Retail Wave™: European Mobile Apps, Q4 2018 — European Retailers Are Raising The Bar For Mobile App Experiences

Michelle Beeson November 5, 2018
My colleague Alex Causey and I have now finished “The Forrester Retail Wave™: European Mobile Apps, Q4 2018,” the second Retail Wave we’ve done. This year, we evaluated the functionality and usability of six European retailers’ mobile apps. For retailers with a pan-European presence, we selected one European market in which to evaluate the retailer’s app […]
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With Design Shifting From “Who Cares?” To “Supersize It!” — How Should Your Design Org Respond?

Gina Bhawalkar October 19, 2018
It’s a great time to be an experience design professional — what we call an XD pro. I remember my early years as a user experience practitioner: 25% of my time was spent practicing my craft (the exciting part!) and 75% evangelizing my discipline and explaining why a human-centered design approach benefits both customers and […]
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The Forrester Banking Wave™: Global Mobile Apps Summary, 2018 — BBVA Offers World-Class Mobile Banking Services

Aurelie L'Hostis September 28, 2018
Digital banks are not eating the incumbent banks’ lunch (yet!), but they’re certainly demonstrating voracious appetite. In the UK, Monzo recently hit the one-million-customer mark, while Revolut has almost tripled its customers to 2.8 million in a year. Lifestyle app Alipay, the digital wallet and payments solution operated by Ant Financial, now has 700 million […]
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Introducing The Consumer Tech Stack For Europe

Reineke Reitsma August 23, 2018
In the past few months, my colleague James McQuivey has written several blogs about the exciting times we live in. In these posts, he focuses on how technology is fundamentally changing the way we interact with the world around us and how that change is grounded in evolution. His research shows that our uniquely evolved […]
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Seeking Magic Moments — Why It’s Time To Tune Up Your Digital Experience Stack

Allen Bonde July 20, 2018
The legendary R&B singer and songwriter Ben E. King got it so right in the Drifters’ 1960 recording of “This Magic Moment.” The song is timeless because it tells a classic tale of a first kiss. It also captures a moment in time in words and song that reminds us of the power of storytelling, […]
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The Billion-Customer Digital Accessibility Opportunity

Gina Bhawalkar June 27, 2018
There’s a vast population that many companies can’t reach because they design experiences without accessibility in mind — it’s large and growing by the minute. And these potential customers have money to spend: Over 1 billion people worldwide have a disability, and they have over $1.2 trillion in annual disposable income. That number balloons to […]
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Banking CX Is Stagnating

Alyson Clarke June 19, 2018
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so that […]
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CX Europe 2017: Breakaway Customer Experience

David Truog October 23, 2017
As a CX professional, you’ve surely designed and delivered some experiences you’re proud of, but does your company do it reliably, time and time again? Next month at Forrester’s CX Europe Forum in London, I’ll be joined by 600 CX leaders and innovators to focus on precisely that: How to achieve breakaway CX by transforming […]
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Enterprise Service Management Drives Engagement

Charles Betz August 2, 2017
Enterprises deliver services poorly, especially to themselves. From onboarding employees to approving contracts, when you need someone else’s help, the results are often dismal. “Send an email to our shared Inbox so we can ignore it” is too often the default. This won’t work in the Age of the Customer. Your employees are full participants in […]
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Designing The Employee Experience

Kerry Bodine November 2, 2012
In the dozens of conversations I have each week with companies charting their paths to a better customer experience, the role of employees often comes up. We talk about the importance of employee empowerment and how critical it is that employees feel free to make decisions that are right for customers. We discuss tactics like […]
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The Seven Qualities Of Wildly Desirable Software

Mike Gualtieri February 11, 2011
Cosmopolitan magazine certainly doesn’t publish articles such as “Seven Hairstyles That Will Make Your Man Yawn.” Wildly desirable is more like it. And so too, is it with great software. If you want your applications to be successful, you better make them wildly desirable. My latest published research has identified seven key qualities that all applications must exhibit […]
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