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Digital CX Trends, 2019

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Digital CX Trends, 2019 Digital CX And Human-Centered Experience Design Align — At Last by Andrew Hogan, Gina Bhawalkar, Kelly Price, Jennifer Wise, Joana van den Brink-Quintanilha, and Karine Cardona-Smits April 22, 2019 LiCenSed for individuAL uSe onLy forrEsTEr.Com Key Takeaways Digital CX Looks Up in their quest for great digital CX, organizations are recognizing that the right road ahead is human-centered design. And success requires not only skill in the craft of design but also empathizing with colleagues, growing their design chops, and developing new roles like designops and researchops. Physical spaces meld With Digital Devices Ambient devices like Alexa-enabled products, physical augments like AirPods, and digitized retail spaces create continuous and seamless interaction opportunities — but also perils. Digital Embraces Inclusion And Well-Being ethical design has become a hot topic, manifested in design for well-being and a rising interest in inclusive design. next up: putting design for personal data protection on the same level as design for a home page. Why read This report digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a touchpoint- by-touchpoint, feature-focused approach. instead, they are compelled at last to adopt human-centered experience design. This report outlines nine trends illustrating this 2019 shift that companies seeking to improve their customers' experiences must know — and get ahead of. This Pdf is only licensed for individual use when downloaded from forrester.com or reprints.forrester.com. All other distribution prohibited.

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