In this episode, we’re joined by Principal Analyst Pete Jacques, Ph.D. to discuss his background, experience on Forrester’s Customer Experience Index (CX Index™) team, and his coverage area on the Cus

Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don’t rely on the same workflow, ar

Customer experience’s (CX) goal of “humanizing” experiences might seem far removed from automation’s focus on removing humans from business processes. But the pandemic-induced push to serve customers

Great customer service helps customers get the most out of your product and services. This requires complex and varied work across internal teams, customer journey touchpoints, and regularly reassessi

Great customer experience (CX) and employee experience (EX) go hand in hand.  To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs.  In this episode, we

The use of chatbots continues to proliferate as companies double down on digital, but many deliver poor user experiences. In this episode, we’re joined by VP, Principal Analyst David Truog to discuss

From CEOs to entry-level employees, people rely on digital tools at work — tools that are mostly inadequate or even terrible in terms of user experience (UX).  These enterprise UX problems cause their

Modern business was tough enough, and then the pandemic ushered us into the future of work today, quickly reforming how, why, and where work happens. This forced employees to be more collaborative, mo

Forrester’s customer experience (CX) research team, and it’s user experience (UX subteam), covers a variety of topics. In this episode we’re joined by VP, Research Director Ian Jacobs to discuss his e

Customer experience (CX) leaders who would like to become insights driven need to familiarize themselves with the different techniques that analysts and data scientists apply to data. In this episode