#697: Building the total experience for customers with AJ Joplin, Forrester

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX

Does your AI-based interface talk to customers the way a real person would or is it tech for tech’s sake?

We are here at Forrester CX in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers.

Agility is less about bolting on new features just because the tech is available and more about making tomorrow’s experiences feel intuitive and natural to the end customer using them.

Today we’re diving into designing for the future of experiences with AJ Joplin, Senior Analyst at Forrester.
About AJ Joplin
AJ is the lead analyst for Forrester’s research on experience design (XD), design organizations, and design leadership. Helping XD and customer experience (CX) leaders develop and deliver on research-based strategy is AJ’s professional passion. She has observed that the most effective organizations combine clear purpose with the right people and leverage systems to clarify decision-making, prioritization, and workflows. AJ also has years of workshop facilitation experience in human-centered design and design thinking. Using her professional coaching skills, AJ bring clients through ambiguity and into alignment on what matters and what’s next.
Resources
Forrester: https://www.forrester.com https://www.forrester.com
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Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
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