Since their introduction nearly 20 years ago, personas have become one of the most popular tools in the customer experience (CX) pro's arsenal. But as their use has spread, so has the confusion about them. As a result, many firms are no longer reaping the numerous benefits good personas provide. In this episode, we speak with Forrester analyst Kelly Price about barriers to success with personas — and how to overcome them.
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Relevant Forrester research:
"Persona Pitfalls: Seven Missteps And How To Avoid Them" |
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