267: Forrester’s User Experience (UX) Research Team – From Design For Work To Inclusive Design

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 expertise in customer service and chatbots, and his UX subteam's existing and upcoming coverage of a variety of topics, from design for work to inclusive design. Click the titles below for more on this topic: The Billion-Customer Opportunity: Digital Accessibility Design For Work: Boost Productivity And Satisfaction By Transforming Enterprise UX The Design Industry, 2021 Scale Your Experience Research Practice How AI And Automation Drive Better Customer Service Experiences