As generative and agentic AI promise to accelerate everything we do, are we at risk of becoming incredibly efficient at producing forgettable customer experiences?
Today, we are here in Brooklyn at Forrester CX Forum East and we're going to talk about building better experiences with an AI-enabled design workflow. Specifically, we’ll cover:
- Balancing the speed of AI with the intentional, human-led decisions required to craft exceptional experiences.
- The role of a robust design system in scaling high-quality, AI-powered experiences consistently across the enterprise.
- How to identify high-value AI use cases for your design workflow while maintaining responsible practices that build customer trust.
To help me discuss this topic, I'd like to welcome, Gina Bhawalkar, Principal Analyst at Forrester.
About Gina Bhawalkar
Gina's research focuses on digital accessibility and experience design. Gina established and now leads Forrester’s coverage of the digital accessibility space and has a deep background and interest in the topic. She advises organizations on how to establish and scale sustainable accessibility practices and is an expert on the digital accessibility platform (DAP) market. Her research on accessibility has appeared in publications such as The Wall Street Journal and The Financial Brand, and she is a frequent speaker at accessibility events and podcasts. Gina’s other areas of expertise include inclusive and responsible design, design systems, personas, and measuring the impact of digital experience design improvements.
Gina has over 20 years of experience as both a UX/CX practitioner and leader, with eight years in the financial services industry. Prior to joining Forrester, Gina was the director of customer experience research at Bank of the West, a subsidiary of BNP Paribas. There, she led the bank’s digital voice-of-the-customer program and conducted primary research to inform digital product development. Previously, Gina led the user experience and accessibility department at Scottrade, where she built the two disciplines from the ground up. Earlier in her career, Gina was a UX consultant at Perficient, leading design and research projects for clients in the financial services, agribusiness, utilities, insurance, and retail industries. She has also served as an accessibility consultant at both Criterion 508 and the Georgia Tech Research Institute.
Gina holds bachelor’s degrees in psychology and computer science from Trinity University and an MS in human-computer interaction from the Georgia Institute of Technology, where her research focused on evaluating the accessibility of physical and digital products to people with disabilities.
Gina Bhawalkar on LinkedIn: https://www.linkedin.com/in/ginabhawalkar/
---------- Resources ----------
Forrester: https://www.forrester.com
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