Forrester CX SF San Francisco 2019


Just what we need: another abbreviation. But this one is for real. Experience design — or XD — is rapidly emerging as the discipline to rule them all. If exceptional CX is the goal, XD will get you there. By definition, XD is a holistic, multidisciplinary approach to shaping every moment of the customer journey into a powerful, coherent whole. XD is about more than design. Far more. In its most powerful form, XD encompasses and impacts everything — from customer experiences to business model and employee culture. It requires long-range vision, detailed execution, and complex collaboration between teams and leaders, partners and suppliers. But it is the future. Are you ready?

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