XM Knowledge Base
FORRESTER CONSULTING STUDY COMMISSIONED BY QUALTRICS_
The state of evidence-based experience design
From seamless customer service to capturing feedback at every touchpoint, experience data is what enables organizations to meet ever-changing customer expectations. But while every organization understands the necessity and opportunity of experience design, less than half (42%) actually develop strategies for it. In this Qualtrics-commissioned research, conducted by Forrester Consulting, we explore the current state, challenges and benefits of experience-based design in global enterprises, and share with you our recommendations for successful experience design.
What you’ll learn in this report
- Where organizations are in their experience transformation journey
- How technological and organizational gaps affect experience design
- The business benefits of successful experience design
- Key recommendations to continue evolving technologically and organizationally
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