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Speaks to me & UX research. When the system doesn’t act as the user expects....🤣

My first @forrester virtual conference! I'll be presenting on future-state journey mapping, and lessons from DTC brands about aligning to consumer values. Can't wait to "see" some of you there! #ForrCX #CX #UX #Design

Looking forward to this webinar today! Personalization continues to remain important - but elusive. Preview of my take: the strategy must be customer and human-centric at its core. #CX #UX

Pretty surprised the local grocery store doesn’t offer hand sanitizer @ entrances/exits, or wipes for shared carts & touchscreens (while promoting self-checkout)! Shouldn’t these be standard? It’s critical for physical locations to create & signal healthy conditions right now.

For some businesses, this will be a forcing mechanism for future work states - like a more remote workforce. But companies must consider the assumptions behind these shifts - like the assumption that employees have the home conditions to effectively work from home. #EX

This phrasing is SO important for employees AND employers to hear. The employee experience is so deeply intertwined (and at times in conflict with) the entire HUMAN experience of physically and emotionally surviving/managing/processing.

The studio is closed, but that didn’t stop #TheCXcast from going ahead with a virtual, home office recording! Listen to hear ⁦⁦@jmcquivey⁩ share ⁦@forrester⁩’s new #PandemicEX research into the employee - and human - experience at this time.

Still want to support local businesses? Good advice here: “You can and should continue to support your local small businesses (especially restaurants and retailers) during this difficult time by buying gift certificates online that you can use later.”

This is incredible.

Official welcome to the team, Judy! Looking forward to more future talks on #innovation, prioritization, b2b #CX, and more on #theCXcast!

To those of you that listen to The CX Cast - last week was @samsternjones last episode as the co-host ☹️ Listen to see what he's doing next, and stay tuned as we have some stellar new guests lined-up to fill the void! #TheCXCast @forrester https://t.co/2hTil8056s

Is your head still spinning from all the #CES2020 news? Here’s the rundown of what retail experience pros need to know. “CES 2020: Key Takeaways For Retailers” https://t.co/N8xNlKEOF5 via @Forrester

Artificial human, or conference attendee taking notes? (and maybe judging you?) #NEON #CES2020

Make way for robots at @CES. Or not, because its effective sensors stopped it immediately even when someone intentionally jumped in front. Good job RAVV 👍🏻 #CES2020 #EurekaPark

I’m a fan of @amazon using (simple) personas to contextualize their devices and integrations (ex: home chef, entertainment enthusiast, busy parent). Displays show applied value vs. just shiny object. #CES2020  #amazon @alexa99 @amazonnews #amazonCES

Customized, automated pizza assembly of the future (or today!). 250 pizzas/day with one operator. It was delicious. #CES2020 @PicnicNews

Emotion and physical sensing during ping pong 🏓 #CES2020 #forpheus #omronces20

Preparing for the moment of truth with AI-driven skin analysis via a mirror. New idea: “emotionally intelligent” AI that says you’re great! #CES2020 #lululab

Maeve McKenna Duska @ USA Tech speaking the truth for contexts when ‘value’ for the customer means speed, convenience, or other vs. ‘experiencial value’: “Retailers have to get over themselves. Consumers really don’t care.” #unattendedretail #CES2020