201: Know Your Customers’ Realities

Perception, with all its nuances, is often misunderstood. And yet, it’s core to the very definition of “customer experience” — customers’ perceptions of their interactions with a company. In this episode, Forrester Analyst Kelly Price helps us understand the dynamics of customers’ perceptions and how to account for their complexity in structuring customer research — a glimpse of what’s to come from Kelly’s upcoming speech at Forrester’s CX SF 2019.
Click here to register for CX SF 2019.
$500 Promo Code: CXCASTSF
October 17–18
 
Click the title below for relevant research:

* High-Impact Research: The Ingredients For An Effective UX And Design Research Practice