When Forrester’s user experience (UX) analysts put together our “Digital CX Trends, 2019” report, two things stood out to me as especially positive changes: First, modern design practices — like workshops, iterative prototyping, and user research — now direct digital CX efforts. Sophisticated companies are adopting these human-centric methods and abandoning touchpoint-by-touchpoint, feature-focused approaches. Why? […]
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