The CX Cast®: Recent Episodes
Forrester
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.
re focused on customer experience, service design, accessibility, journey mapping, or product strategy, the lessons extend far beyond automotive.
s new EX impact measure reveals about organizational momentum Why some companies achieve strong CX despite weaker employee experience, and the risks that creates How leaders can use connected customer, brand, and employee data to make smarter investment decisions
AI game show, and a transformation simulation that challenged participants to build growth-focused CX strategies under pressure.The discussion also explores interactive learning, CX transformation, stakeholder management, AI in CX, and organizational culture change.
Most organizations have journey maps, dashboards, and customer insight. Many struggle to turn them into meaningful decisions. In this CX Cast episode, learn how to bridge the gap.
Great CX starts outside-in. If customers aren’t using what you built, the problem isn’t them.Host Martin Gill speaks with Tom Mouhsian, Principal Analyst at Forrester, about why, even after years of investment, digital experiences still fail. The issue isn’t channels or technology. It’s a persistent gap between how customers want to get things done and how organizations force them to do it. Tom introduces the Digital Moments Map and Digital Connections Tracker—two frameworks that reframe CX around customer goals, interaction modes, and real-world behavior. We discuss: Why thinking in channels is outdated and what to replace it with The four “moment types” that define all digital behaviour (control, consumption, communication, commerce) How interaction modes (voice, chat, GUI, XR) shape effort and adoption How to identify the gap between current usage and customer preference What device, channel, and platform complexity means for CX designTom shares real-world examples to show how even “successful” digital transformation can increase cost and friction when misaligned with customer needs.
t internalize the decisions behind them.Host Martin Gill speaks with Joana de Quintanilha, VP and Principal Analyst, about how immersive, gamified experiences turn CX strategy into action. Drawing on real examples like escape‑room style simulations to auction‑driven prioritization, Joana explains how leading organizations drive alignment, confidence, and better decisions at scale. We discuss: Why immersive experiences outperform traditional workshops for CX strategy rollout The five design principles: experiential, purposeful, participatory, repeatable, measurable How to use gamification to improve decision quality—not just engagement How to design for impact, including memory, behavior change, and stakeholder alignment Practical formats: journey labs, customer carousels, simulations, and executive decision roomsJoana shares lessons from real deployments, including how to stage experiences, measure outcomes, and avoid common pitfalls.If CX leaders want strategy to stick, teams need to learn by doing, not just listening.
Connor, AmplifyXMKrishneel Naidu, Infineon TechnologiesRichard Prochazka, TheyDoTina Lilje, Xenadi GmBHAdelita Artero, Netigate Deutschland
Enterprise CX transformation rarely starts with journey maps or dashboards. It starts with fixing real problems fast.In this episode of CX Cast, Angelina Gennis and Martin Gill speak with Amory Somers‑Vine, Customer Experience Director at Expereo, about leading customer‑centric change during a major B2B business model shift—from wholesale network services to enterprise partnerships.Amory shares how Expereo: Prioritised CX improvements based on live customer issues, not theory Built a customer health model from frontline insight before formal metrics Used behaviour‑led culture change to win hearts, not just compliance Linked customer experience (CX) directly to employee experience (EX) and growth Scaled trust and partnership in a highly technical, high‑risk B2B environmentThis conversation is a practical playbook for CX leaders operating in complex B2B services, infrastructure, or technology‑heavy environments navigating transformation under pressure.Amory Somers‑Vine is Customer Experience Director at Expereo, a managed network service provider supporting global enterprises. She leads CX strategy, culture, and customer health across the organisation.
AI makes it easy to generate ideas. The hard part is deciding which ones deserve investment.In this episode of CX Cast, Forrester Principal Analyst Manuel Geitz joins Angelina and Martin to unpack how AI is fundamentally reshaping the innovation lifecycle from ideation to commercialization. Manuel explains why AI’s real advantage isn’t speed or scale, but decision quality. As innovation becomes continuous and data‑orchestrated, leaders must shift focus from producing more ideas to killing the wrong ones faster.We talk about: Why AI turns innovation into an always‑on system, not a stage‑gate process How better questions matter more than better models Where CX skills like experimentation and hypothesis testing already give teams an edge The limits of AI‑driven innovation — and where human judgement still wins How to avoid innovation fatigue for customersThis conversation explains how to reframe AI in CX innovation as a discipline, not a shortcut, and makes the case for CX leaders as essential partners in deciding what actually creates customer value.
s research to design immersive, game‑based experiences for our CX Forums that move leaders from theory to action.
t killing design — but it is reshaping workflows, roles, and expectations. Principal Analyst Gina Bhawalkar joins the CX Cast to discuss her findings from interviews with design leaders.
of complaint management value: Repair relationships. Redesign experiences. Reshape culture. Regulate risk. Where CX, service, compliance, and product teams must align to fix root causes
backgrounds, roles, approaches, and definitions is a feature — not a bug. However, to apply this advantage, teams must stop hiding in echo chambers and start speaking the language of executives: risk, outcomes, and organizational impact.
Many CX teams say they are journey‑led. Fewer can prove the value of those journeys.In this episode, Angelina Gennis and Martin Gill speak with Maxie Schmidt, VP and Principal Analyst at Forrester, about how to reboot journey measurement so it drives decisions, rather than populates dashboards. We examine how to move beyond end‑of‑journey surveys and NPS to focus on measuring what actually matters: value for the customer and value for the business. We cover: Why end‑of‑journey surveys are lagging and often misleading The three levels of CX measurement: relationship, journey, and touchpoint How to define journey value using strength and stability The difference between success metrics and signal metrics How to design metrics around journey goals, not default scores Where benchmarking helps — and where it distracts
Uncertainty is no longer an exception. It is the operating environment.In this episode of CX Cast, Angelina Gennis and Martin Gill unpack why volatility, geopolitical risk, and rapid change are overwhelming CX teams, and explore what resilient leaders do differently. We connect macro‑level uncertainty to practical leadership choices CX executives must make now, and drawing on recent CX predictions, executive data, and real client examples, to explain: Why resilience is built through outcomes, not tools Why over‑reliance on methodologies can make teams brittle How decision rights and trust accelerate response in a crisis What it really means to make “change business as usual”This episode is essential listening for CX, EX, and transformation leaders navigating AI investment, economic pressure, and constant disruption.
and they both react to data provided by Front on coordination tax. Key takeaways include: Where to intentionally invest human time in customer experiences to reduce friction later How measuring coordination - not just tickets - unlocks better CX decisions How to avoid scaling inefficiency as you navigate growth in complex, cross-functional environments.
What if CX leaders could stop guessing what stakeholders want and instead ask a single structured prompt: “If you knew __ about customers, what would you do?” In this episode, we dig into the benefits of asking this question with Senior Analyst Colleen Fazio.
AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM platforms, not branded sites — and they trust these tools enough to ask sophisticated, advice level questions. Solo host Martin Gill speaks with principal analyst Aurelie L’Hostis to break down this shift and what leaders must do now. Aurelie shares new data on how consumers use third‑party AI assistants for banking queries, why trust is shifting, and how AI‑powered search is reducing human traffic to brand websites. She also outlines the coming rise of agent‑to‑agent interactions and the backstage capabilities that banks must develop before conversational banking can scale.
Many CX leaders look at their org chart and wonder: Is this career path dead end or a launchpad?Co-hosts Martin Gill and Angelina Gennis sit down with Tina Lilje, former Head of Global Customer Experience at Philips Healthcare, to unpack what a sustainable, upward career in customer experience (CX) really looks like. We explore how to: Use a CX leadership role as a springboard into broader business leadership. Read job descriptions, org charts, budgets, and KPIs to spot which organizations are serious about CX – and which are doing “CX by rebranding.” Translate CX capabilities into transferable skills that HR, CFOs, and CEOs actually understand. Navigate metrics obsession so CX measurement, surveys, and NPS support your career instead of trapping you in metrics myopia. Stay credible on AI in CX without losing sight of the human experiences that still differentiate brands.Tina also shares practical advice for day‑one CX leaders: how to listen, build allies, and anchor every conversation in business outcomes, not tools or jargon.
CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions, and communication that connects CX work to business outcomes.Angelina Gennis talks with Principal Analyst, Judy Weader and VP, Principal Analyst, Katy Tynan, about how leaders at every level build influence and move organizations toward customer‑focused change. They cover: How the Three C’s of curiosity, courage, and communication show up in effective CX leadership. Why CX leaders must translate customer experience (CX) into business language that resonates with CFOs and executive sponsors. How leadership expectations shift from individual contributor to manager to executive. Why storytelling, vision setting, and strategic alignment remain the most underdeveloped leadership skills on CX teams. How mentorship, self‑assessment, and structured development accelerate a leader’s growth.This episode is essential for anyone looking to elevate their leadership impact and build credibility with senior stakeholders.
CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Martin Gill and Angelina Gennis speak with Tim van den Boomen, an interaction designer who creates escape rooms and immersive learning environments for brands. Tim shows how game mechanics, player archetypes, and simple physical props can transform low‑engagement CX moments into high‑impact experiences.Listeners will learn: How “explorers”, “achievers”, “socialisers”, and “killers” shape engagement — and how to design for all four. How to create a “magic circle” that shifts people out of meeting mode and into active participation. How to use props, constraints, time limits, and physicality to build memorable CX learning. How to apply experience‑room techniques to culture change, strategy rollout, and journey education. How to deliver impact even with limited budget, space, or resources.
Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experiences build trust, why personalization matters more than ever, how to avoid common pitfalls in hybrid formats, and what makes a standout CX event in 2026. He also previews exciting changes coming to Forrester’s CX events portfolio and offers practical advice for anyone planning to attend their first big in‑person gathering.
s Martin heading to Amsterdam? Find out - and then hit subscribe to catch every episode of 2026!
Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and its approach to customer engagement through its voice-of-the-customer program. Tzachi shares insights on how Amdocs transitioned from a monopoly mindset to a customer-centric approach, emphasizing the importance of understanding customer feedback and its impact on revenue.
Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to fully embrace AI as a transformative technology for business efficiency and connectivity. The discussion highlights the importance of analytics, translation, and the concept of agentic work in leveraging AI for enhanced performance.
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.
Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanilla joins Martin Gill to talk all things CJM. We shifted the category name this time round from “journey mapping” to “journey management,” which reflects some tangible trends we’ve been seeing in the market.
s VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forrester’s Izola AI chatbot. Doug shares the organizational mindset, executive commitment, and rapid development cycles that helped Forrester bring a generative AI solution to market ahead of other research organizations. Doug shares candid insights on balancing speed with accuracy, the importance of grounding AI responses in trusted research, and the ongoing challenges of collaboration and client engagement.
s new Total Experience Score — a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT) are no longer sufficient, and how the Total Experience Score provides a more nuanced, actionable view of your brand.
Martin and Angelina welcome back VP Principal Analyst Enza Iannopollo to discuss the evolving nature of trust in CX — especially in the context of global volatility and the rise of AI. The conversation covers Forrester’s latest research on trust, actionable strategies for organizations, and real-world examples of responsible AI.
Brendan Witcher, VP principal analyst, joins Angelina and Martin to discuss the evolving role of AI and data in CX. Brendan shares insights focusing on three key innovations: computer vision, natural language processing, and biometrics. The conversation explores how these technologies are shaping CX strategies, driving business outcomes, and redefining what it means to understand customer intent.
This week, host Martin Gill travels down under to Forrester’s CX Summit APAC in Sydney. Tune in to hear a series of quickfire discussions with Forrester analysts and CX industry attendees on topics affecting CX across Australia and the APAC region.
Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.
Martin is joined by Debra Eddy, guest lecturer at University College London (UCL), to discuss how universities are preparing the next generation of CX leaders. Debra shares her journey from fast-moving consumer goods marketing to academia, and how UCL builds real-world skills and employability for students while adapting to changes brought by AI.
Martin and Angelina explore the role of change management in CX transformation. Drawing from Angelina’s latest research and Martin’s past experiences, they unpack why CX programs stall and how organizations can better embed change into their operations. The conversation covers emotional engagement, leadership, AI, and practical strategies for driving lasting change.
In 2019, former CX Cast co-hosts Sam Stern and Jenny Wise brought Jason Bradshaw, then Chief Customer Officer at Volkswagen Group Australia, to discuss customer and employee experiences. As Angelina notes in the introduction, Jason shares a brief autobiography that highlights where his passion for service began. The interview explores the connection between exceptional employee and customer experiences, emphasizing genuinely caring for both groups is essential to achieve business returns from CX improvements.
Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively. Su shares valuable insights on creating stakeholder personas and aligning metrics to drive collaboration and success.
In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems — from EVs to mass transit — can be reimagined through a customer-centric lens. Joined by VP principal analyst Paul Miller and CX researcher Hannah Jachim, the conversation challenges traditional tech-centric narratives and emphasizes the importance of understanding real human needs in mobility design.
How can marketing work with CX to improve customer experience? This week, Angelina sits down with senior analyst Brad Haag to dive into the world of marketing measurement and analytics. Brad shares how to accurately measure the impact of marketing efforts, the evolution of marketing mix modeling, and the role of data science in modern marketing strategies.
Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed the basics first. So, she led the development of a customer journey mapping “cookbook”, turned the cookbook into skills, built a journey atlas, and standardized the approach so different business units were working the same way – just to name a few accomplishments.Featuring:Cecilie Kobbelgaard, Global Customer Journey Manager, GrundfosShow Notes:Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed the basics first. So, she led the development of a customer journey mapping “cookbook”, turned the cookbook into skills, built a journey atlas, and standardized the approach so different business units were working the same way – just to name a few accomplishments. We discuss: How to gain traction in an organization with varying maturity in journey-centricity How to measure the value of progress Where her team confronted the biggest challenges to progress Developing a standardized approach to future-state journey mapping
As customers' expectations shift due to their adoption of new technologies, organizations need to adapt. TCQ, Forrester’s Technology Change Quotient, measures the readiness of employees, teams, and organizations to adapt to technology in a way that drives productivity, creativity, and inventiveness. J. P. Gownder, VP, Principal Analyst joins us to explain how. Featuring:J. P. Gownder, VP, Principal AnalystShow Notes:As customers' expectations shift due to their adoption of new technologies, organizations need to adapt. TCQ, Forrester’s Technology Change Quotient, measures the readiness of employees, teams, and organizations to adapt to technology in a way that drives productivity, creativity, and inventiveness. J. P. Gownder, VP, Principal Analyst joins us to explain: How the pace of technological change is accelerating What TCQ is and how it informs change leadership How to balance opportunities and challenges of rapid tech advancement What CX pros should understand about tech advancement to bridge the gap between customer expectation and employee ability To learn more, see J. P.'s blog post, Introducing Forrester's Technology Change Quotient. Forrester clients can also access the report, The Forrester Technology Change Quotient (TCQ) Assessment.
Angelina Gennis and Martin Gill sit down with Joana de Quintanilha, VP and principal analyst, to explore how companies can go beyond fixing broken experiences and cocreate breakthrough value with customers. Joana highlights actionable strategies and creative techniques, as well as how to strike the balance between data-driven insights and imaginative thinking to supercharge your customer journeys.
Originally episode 283, this recording focuses on how American Express evolved their VoC program.Show Notes:Originally episode 283, this recording focuses on how American Express evolved their VoC program. Luis Angel-Lalanne, VP of Customer Voice at Amex, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action.Related content: 283: Amex Takes VoC To The Next Level - Forrester 319: The Future Of VoC - Forrester
Joana de Quintanilha and first-time CX Cast guest Richard Sheahan unpack the creation and impact of the Experience Room — an immersive, hands-on learning experience debuted at Forrester's CX Summit EMEA 2025. Created to be fast-paced, emotionally engaging, and highly collaborative, the Experience Room offered participants — working together as a bank team to improve the home-buying experience — a unique, interactive way to engage customers with four key CX tools.
We come to you live this week from Forrester’s annual CX Summit NA conference in Nashville! This year, Forrester unveiled its new Total Experience Score framework, a new measurement that connects brand and CX to deliver a more comprehensive picture of where brands stand. We spoke to some Forrester analysts at the event to discuss the research they shared and insights they gathered.
Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also shares a wealth of anecdotes that span his decades-long career as a CX thought leader.
Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich's journey towards becoming more customer-focused, emphasizing the importance of empathy, transparency, and reliability in AI applications. From speeding up claims processing to enhancing internal communications, discover how Zurich is leveraging AI to benefit both customers and employees.Featuring:Conny Kalcher, Group Chief Customer Officer of Zurich InsuranceShow Notes:Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich's journey towards becoming more customer-focused, emphasizing the importance of empathy, transparency, and reliability in AI applications. From speeding up claims processing to enhancing internal communications, discover how Zurich is leveraging AI to benefit both customers and employees. We discuss: How Zurich built strong internal AI capabilities and used a "show, don't tell" approach to increase adoption Zurich's human first AI strategy and how it empowered employees How Zurich measured AI's value across multiple dimensionsWith:Martin Gill, VP, Research Director
We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year's summit is all about the gap between brand and customer experience and between strategy and execution with a dive deep into metrics and journeys. We capture some attendee and speaker voices discussing the research shared during the event.Featuring:Multiple speakers and attendees: Hanneke Mulder (Xerox) Shawn Stanyer (Bank of Valletta) Jorissa Neutelings (ABN AMRO) Nils Schmeling (NECXT) Magdalena Suchanek (Bank Millenium) Lovette Onunuga (FIRS) Isabella Grant and Ben Cooke (UCL students)Show Notes:We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year's summit is all about the gap between brand and customer experience and between strategy and execution with a dive deep into metrics and journeys. We capture some attendee and speaker voices discussing the research shared during the event. You’ll hear: About attendees' event highlights and takeaways. What's top-of-mind for CX practitioners. Learn more about Forrester’s CX events here. And check out Martin's post about the Experience Room to get an impression of the props and stations.
Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems. It's new CEO launched four priorities to refocus the organization: Build fiber, sell fiber, improve customer service, become operationally efficient. Frontier's Chief Customer Operations officer, Charlon McIntosh tells the CX transformation story, with winning examples of stakeholder collaboration and guerilla CX.
Angelina and Martin are joined by returning guests Maxie Schmidt and Dipanjan Chatterjee to explore the fascinating psychology and data behind consumer purchasing decisions. Drawing from their latest Forrester research, we unpack why people say they buy versus why they actually do—and how brands can use this knowledge to better serve their customers. We discuss: Why traditional surveys fall short and how to uncover real motivations How the MaxDiff method can be used to identify primary, secondary & situational purchase drivers Cross-country and category insights and the four buyer segments To illustrate, purchase driver rankings for cosmetics and beauty and purchase driver importance for cosmetics/beauty in France are shown below.Purchase Driver Ranking In Eight Countries: Cosmetics/BeautyPurchase Driver Importance For Cosmetics/Beauty in France
Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX.Show Notes:Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. VP, Principal Analyst Maxie Schmidt and former CX Cast host Sam Stern dive into how incentivizing better CX scores encourages unintended behaviors, stepping into the shoes of employees who “game the system." The lesson: design the system carefully in the first place to encourage the right behaviors for better CX.Related content: 332: How To Set CX Metrics Goals - Forrester 147: Paying Employees For CX Is A Bad Idea (Part 1) - Forrester 148: Paying Employees For CX Is A Bad Idea (Part 2) - Forrester
This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI still has far to go. We also touch on the challenges faced by human agents and the confusion around terminology like "agentic" and "agents."
High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator — if implemented effectively. Principal Analyst Su Doyle joins us to share practical CX strategies tailored for high-tech firms, emphasizing the importance of aligning CX with business objectives, leveraging customer success programs, and adopting performance-focused approaches to drive growth and improve customer relationships.
All those reasons why customer obsession is too hard don’t matter. Customer experience wins business. VP, Principal Analyst Shar VanBoskirk explains how customer obsession is not just a goal, but a continuous practice that can lead to significant improvements in customer experience and business efficiency. She shares real world examples, challenges in measuring customer obsession, and future directions for the research. We discuss: How customer obsession aligns with business strategy and operations How mindsets need to shift for continuous practice How to assess a firm’s customer obsession Where to find insight to improve customer obsession practices To learn more, join Shar for her keynote and much more interactive content at CX Summit North America.
Does a CX team’s position in the organization affect its influence? Principal Analyst Judy Weader shares insights from recent survey data and qualitative research, revealing that there isn't a one-size-fits-all answer. The placement of CX teams varies widely across different companies and industries, but organizational dynamics go beyond the org chart. The burden is on the CX leader to drive influence and flex with the nonlinear nature of CX maturity. Judy offers a decision-making framework to help organizations determine the best placement for their CX functions, emphasizing the role of executive sponsorship and the necessity for CX leaders to be proactive in their roles.
You don’t just manage, you lead. Managing the details of CX – execution, measurement, strategy – is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowered workers who understand and care about your customer’s outcomes.
Why should CX professionals care about brand experience (BX)? Forrester VP, Principal Analysts Dipanjan Chatterjee and Thomas Husson join the podcast to discuss the challenges organizations face in delivering a total experience and shed light on how BX can help drive growth.
CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to activate the entire workforce to demonstrate customer focus. In this episode, Angelina introduces a blueprint consisting of three key steps: 1) describing current and ideal culture; 2) assessing the current culture; and 3) leading culture change.
Employee feedback is part of a virtuous cycle of improving customer experience (CX) through employee empowerment and enablement that builds customer trust. But if you’re not building your CX strategy using this loop, you’re in a reactive cycle of EX-blind customer focus instead. Breaking the cycle begins with an effective employee listening strategy, followed by accountability at the leadership level to ensure that employee voice leads to appropriate action. Forrester Principal Analyst David Brodeur-Johnson joins us to discuss.
Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytics. He outlines the path forward – even for those intimidated by advanced analytics.
How should CX professionals use generative AI? Forrester VP, Principal Analyst Martha Bennett joins for a follow-up discussion to chat about the evolution and current state of genAI, busting myths and addressing real-world CX applications.
Guerilla CX is “swift, creative, and often low-cost tactics that make the most of rightsized data and foster experimentation and learning to create memorable moments that act as a catalyst for CX and EX transformation.” VP, Principal Analyst Joana de Quintanilha returns to explain why guerilla CX tactics need to be in every CX practitioner’s back pocket, as well as how deploying these tactics might lead to big impact on CX and internal customer-focused culture.
Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey. Jivesh Juneja, Customer Journey Director at Nissan, joins the CX Cast to discuss Nissan’s journey from embracing customer journey mapping to scaling out journey management and adopting a journey-centric operating model.
Forrester identifies the firms that are helping businesses diagnose customer problems, develop a plan to solve those issues, and build the infrastructure needed to execute a CX transformation. That effort is led by Principal Analyst Judy Weader, who joins us to unpack her recent evaluation of the CX strategy consulting services market.
In her recent evaluation of CX strategy consulting services providers, Forrester Principal Analyst Judy Weader identified the most significant ones and researched, analyzed, and scored them. Judy joins us to unpick the CX strategy consulting services market.
In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report, The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. We talk about the importance of vendor services to help CX leaders leverage increasingly complex platforms, how to think about your organizational readiness, and the promise of GenAI.
In this episode of the CX Cast, Chris Lipman, Chief Customer Officer at E&, returns to discuss the innovative approach E& takes toward CX improvement through their "CX Change Factory." We discuss: How does E& identify and prioritize CX issues for resolution? What role does the "CX Change Factory" play in improving E&'s CX? How does E& measure the impact of the CX improvements on customer satisfaction and business outcomes? Listen to the full episode to hear more about “CX Change Factory's” role in improving CX and its impact on customer satisfaction and business results. See the Forrester report: Take A Strategic Approach To Prioritizing Customer... | Forrester
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Forrester analysts Arielle Trzcinski and Shannon Germain Farraher team up with host Martin Gill to dive into Forrester’s 2025 healthcare predictions.
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Martin is joined by Forrester VP, Principal Analyst Sucharita Kodali to discuss how Forrester’s 2025 retail predictions came together.
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. This week, Forrester analysts Riccardo Pasto and Colleen Fazio join CX Cast host Martin Gill to discuss how Forrester’s 2025 Government predictions came together, and upcoming challenges to government CX.
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, Forrester Research Directors David Hoffman, Oliwia Berdak, and CX Cast host Martin Gill team up to go over Forrester’s 2025 Financial Services predictions.
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Senior Analyst Christina McAllister and CX Cast host Martin Gill team up to explain how Forrester’s 2025 CX predictions came together.
Martin and Angelina reflect on CX Cast successes in 2024 and give a glimpse into the exciting lineup for 2025.
Philips Healthcare is at the forefront of a dynamic market. Telemedicine, the lasting impact of the pandemic, the aging population, consumer access to healthcare data, and other factors are challenging old business models. Tina Lilje, Global Head of CX at Phillips Healthcare joins us to share how she and her team are embracing AI to enhance CX.
Ben Phillips, Head of Fujitsu Europe’s Customer Experience Performance Center, joins the CX Cast to share how Fujitsu Europe has scaled its CX program in a complex, account-driven B2B services organization.
As Verizon consumer group’s first-ever Chief Customer Experience Officer, Brian Higgins accomplished a lot in just over a year. He joins the CX Cast to discuss his strategy to deliver best-in-class experiences across all consumer touch points while more efficiently serving customers.
This is the final episode in our 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana delve into the final stages of journey mapping: focusing on demonstrating short-term wins and consolidating improvements. Joana highlights the importance of turning journey maps into dynamic tools that evolve over time and drive action.
This is the third episode in a 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana discuss how to validate your journey map and gain stakeholder buy-in. Next week, we’ll conclude by diving into how we use these journey maps to drive and implement change in the business.
This is the second episode in a 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Joana digs into the journey map creation process, discussing the importance of planning journey mapping workshops and breaking down common challenges and best practices.
This is the first in a 4-episode deep-dive on journey mapping with our journey mapping expert, Joana de Quintanilha. In this episode, Joana gives an overview of the journey mapping effort, from scoping through to improving the customer experience itself.
We continue our series on Prudential’s CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey management that's sensitive to stakeholder and customer mindsets.
Eighty percent of UK consumers believe that firms should always disclose when they use AI, yet only 48% believe that AI powers self-driving cars. With such a mismatch between consumer expectations and knowledge, Enza Iannopollo, Forrester Principal Analyst, joins us to discuss how to use emerging EU legislation as a foundation to build trusted AI.
CX leaders at large global organizations are developing new strategies to achieve better CX with AI while maintaining the well-being of frontline talent. Derek Allgood, Vice President of Global Customer Experience at eBay, joins us to elaborate on eBay’s CX capabilities, how he leverages a strong stakeholder network to solve CX problems at speed, and how he balances AI opportunities with care for employees.
In this episode of CX Cast, we sit down with Chris Lipman, Chief Customer Experience Officer at e&. Together, we delve into the nuances of leveraging Net Promoter Score℠ (NPS) to not only measure customer satisfaction but also drive meaningful business results.
Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for treating feedback as a customer touchpoint.Featuring:Maxie Schmidt, VP, Principal AnalystShow Notes:Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for treating feedback as a customer touchpoint.We discuss: What types of questions should brands ask customers--and which should they avoid? How do surveys reflect the relationship that brands want with their customers? What do customers want out of surveys? How can brands design better surveys?Additional Resources Why And How To Pretest Surveys With Customers Companies have our data. Why do they keep asking if we like them?
Forrester's CX Index measures customers' perceptions of how well companies deliver customer experiences to ultimately build or sustain loyalty. It assesses CX quality based on ease, effectiveness and emotion. VP, Research Director Oliwia Berdak and Researcher Jana Gül share their analysis of 2024 CX Index performance in Europe, diving into insights that explain the scores specific to banking within and across several countries.
Personas are a foundational, seemingly simple tool—yet they’re deceptively challenging. That’s the premise of the latest research by Audrey Chee-Read and Gina Bhawalkar, which includes best practice reports and persona builder tools. They offer examples of effective and ineffective personas to increase the ROI of your efforts.
Culture change is necessary for an organization to be more customer obsessed and deliver better customer experiences. That culture change requires specifying the customer-focused behaviors that lead to customer loyalty. CX Cast co-host Angelina describes the process to determine and assess your organization’s ideal behaviors and drive adoption of targeted behavior change to align with customer and business priorities.
Forrester's annual Budget Planning Guide for Customer Experience offers data-driven guidance on where to increase, decrease, or experiment with your budget for 2025. Co-authors Principal Analyst Riccardo Pasto and VP, Executive Partner Katy Cobian explain the research process for creating the recommendations and how CX pros should use the budget planning guide.
CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is built before the event and excitement for CX is sustained after the event. With a great theme and employee-focused planning, you can use CX Day as a moment to educate and celebrate employees, and drive a customer-focused culture.Featuring:Martin Gill, VP, Research DirectorAngelina Gennis, Senior AnalystShow Notes:CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is built before the event and excitement for CX is sustained after the event. With a great theme and employee-focused planning, you can use CX Day as a moment to educate and celebrate employees, and drive a customer-focused culture. This week, Angelina and Martin answer: What is CX Day? Why do CX teams organize it? What sorts of activities happen on CX Day? How do you drive engagement? What are the success indicators of the event? Where should you start if you're planning your first CX day? Where can you find inspiration?
How can CX leaders apply generative AI to creating customer experiences or transforming their work? Listen to learn how CX leaders can run genAI hackathons to help Forrester teams and clients experiment with genAI tools in a safe, fun, and engaging environment.
Every year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement programs are reporting improvements in 2024 compared to 2023. Forrester VP, Principal Analyst Maxie Schmidt explains why there are persistent gaps in what CX measurement programs can do compared to current maturity.
Culture work underpins every successful customer experience (CX) transformation. Martin and Angelina discuss Forrester’s collection of case studies that capture diverse efforts to build a customer-focused culture change to ultimately improve the customer experience.
Mental models operate throughout your organization. They determine what we believe will occur and create expectations, predictions, and decisions — for customers, executives, and employees. VP and Principal Analyst Joana de Quintanilha explains harnessing mental models and applies it to CX pros’ biggest business challenges.
CX event season may be over, but we're not done with it on the CX Cast yet! VP, Research Director Rick Parrish joins us this week to compare and contrast his experience hosting CX North America with Martin's experience hosting CX EMEA this year.
We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year, sessions will focus on blending generative AI with human capabilities, plus how this will impact CX, marketing, and digital. We capture some familiar (and new!) voices discussing the research they’ll be sharing throughout the event.Featuring:Multiple speakers and attendeesShow Notes:We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year, sessions will focus on blending generative AI with human capabilities, plus how this will impact CX, marketing, and digital. We capture some familiar (and new!) voices discussing the research they’ll be sharing throughout the event. You’ll hear: What Forrester analysts are most excited to share this year. What's top-of-mind for CX practitioners. Learn more about Forrester’s CX events here.
We come to you live this week from Forrester’s annual CX Summit North America conference in Nashville, Tennessee. This year, sessions will focus on blending generative AI with human capabilities, plus how this will impact CX, marketing, and digital. We capture some familiar voices discussing the research they’ll be sharing throughout the event.
Julian Aldeco, VP, Head of Customer Voice and Obsession at Prudential Financial, gives a candid retelling of Prudential's CX transformation thus far. Aldeco offers details to guide other practitioners in varied topics, from CX strategy to measurement to culture.
Generative AI signaled a major shift in vendor strategy for conversational AI. What do CX pros and customer service leaders, as the customers of these vendors, need to know about the vendor landscape? Principal Analyst Max Ball gives an overview of vendor history and motivations to quickly adopt generative AI for customer service applications. But will this evolution finally enable self-service applications to drive consistently good experiences? We discuss.
Principles of systems thinking expand our view on how to transform experiences and support the employees that deliver those experiences. Forrester VP and Principal Analyst J. P. Gownder shares his research on productivity and collaboration and how his systems thinking approach reveals implications for the customer experience.
Search can make or break your digital experience, but how much do you really know about search vendors, the choices you can make, and how search really impacts customer loyalty? Forrester Principal Analyst Emily Pfeiffer joins us to share some insights into what CX leaders should know about commerce search.
A journey atlas (also known as a catalog of journeys) helps companies establish and sustain a shared customer-centric language across silos. It creates a strategic, bird’s-eye view of what matters to customers to help companies prioritize, assign responsibility, collaborate, and find shared value across journeys.
Frontline workers have an obvious role in the customer experience, but frontline work has changed a lot in the last five years. VP, Principal Analyst J. P. Gownder discusses the headwinds frontline workers face and the role that leaders need to embrace to be forward-thinking in how they drive effectiveness.
Emirati holding company Majid al Futtaim won Forrester’s first-ever Customer Obsession Enterprise Award in 2023. Grégoire Charpe-Civatte, VP of CX and Innovation, joins the CX Cast this week to discuss how the CX team embeds CX into the firm's strategy and drives action across the organization. Featuring:Grégoire Charpe-Civatte, VP of CX and Innovation at Majid al FuttaimShow notes:Emirati holding company Majid al Futtaim won Forrester’s first-ever Customer Obsession Enterprise Award in 2023. CX At Majid Al Futtaim We discuss: How do you make CX resonate in very different businesses? What’s happened since Majid al Futtaim won our CX award last year, and what’s top of mind now? How are you scaling for innovation? What’s next? How are you using AI?
How can you get stakeholders engaged in your CX research program? Forrester analyst Senem Biyikli combines her research expertise with practitioner interviews to offer best practices.
Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT organizations and why it matters. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT. Featuring:Gordon Barnett, Principal AnalystShow Notes:Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT organizations and why it matters. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT. We discuss: Who are the “customers” in CX4IT? Is there a specific definition of CX when it comes to IT offerings? What are the benefits of CX4IT? Do CX pros partner with IT to make CX4IT happen, or is this an opportunity space? Does best-in-class CX4IT look the same in every organization? How can CX pros approach the IT org to inspire change? Read The Tech Executive’s Guide To CX4IT to learn more.
Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offers his perspective as a former Forrester analyst-turned-practitioner.
Sam Stern, founding CX Cast host, returns to the podcast to share his experiences as Senior Manager of CX at LinkedIn. Sam and Angelina talk about the importance of maintaining trust and confidence by improving customer experiences.
It’s time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forrester’s B2B Summit, diving into insights shared on orchestrating comprehensive buyer and customer experiences.
CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward.Featuring:Su Doyle, Sr AnalystAJ Joplin, Sr AnalystShow Notes:CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward.We discuss: How can we identify the capabilities a CX team needs to achieve its unique goals? What is the impact of using a standard tool, built on market research, to support decision-making? CX doesn't own everything — and sometimes owns nothing. How can CX teams be orchestrators of CX activities? For more, see The Forrester CX Capability Inventory and CX Activity Maps.
Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy.Featuring:Gina Bhawalkar, Principal AnalystSenem Guler Biyikli, UX AnalystShow Notes:Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy. We discuss: What’s “design for empathy”? Why does it matter? What are the challenges brands face when it comes to empathy? You discuss five best practices in your report. Can you tell us about those? Is AI going to make things better or worse here? Can AI help us design for empathy? How can brands start applying those best practices? Where should they start from? To learn more see the Forrester report, Five Best Practices To Design For Empathy In Digital Experiences.
You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task.Featuring:Maxie Schmidt, VP, Principal AnalystJoana de Quintanilha, VP, Principal AnalystShow Notes:You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task. We discuss: Why is it important to prioritize journeys? How can CX leaders go about it? What are the ideal outputs of a journey prioritization exercise? What inputs do we need? What mistakes should CX leaders avoid? How can companies get started that aren’t very mature in their journey work? How does journey prioritization fit in the larger road to increasing journey centricity maturity? To learn more, take a look at How To Prioritize Customer Journeys | Forrester Europe
In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to examine the inner workings of journeys at E.ON.
Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, about E.ON's journey with journey centricity.
Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies.
What do CX pros need to know about the promises and perils of generative AI? Forrester VP and Principal Analyst Martha Bennett explains the statistical complexity in layman’s terms and offers recent CX examples to illustrate the new paradigm.
Revenue operations teams and CX teams have overlapping interests when it comes to understanding the customer and improving the buying experience. Principal Analyst Anthony McPartlin gives us an initial overview of RevOps, revealing some exciting opportunities for both functions to be stronger together.
CX leaders must invest to drive customer-focused action. This means investing more in tech to create and improve experiences, critical employee skills, unstructured feedback, and predictive modeling. Principal Analyst Pete Jacques walks us through Forrester's 2024 CX Planning guide and pragmatic budgeting advice to meet the emergent needs of customers.
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, VP, Research Directors Oliwia Berdak and David Hoffman join us to talk about where they see the financial services industry heading in 2024.
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Judy Weader and Shannon Germain Farraher get into the CX implications of the biggest predictions in healthcare. Tune in for insight on smart tech in hospitals, nontraditional benefits in plan designs, medical deserts, and other topics.
Every year Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode Principal Analyst Riccardo Pasto joins us to talk about where he sees Government CX heading in 2024. We cover generative AI, open government, cross-agency collaboration and more as we discuss the state of CX in government and its path in 2024.
Forrester predictions are grounded in the previous year’s trends. To that end, VP, Principal Analyst Sucharita Kodali and VP, Research Director Fiona Swerdlow offer CX pros insight into 2024’s biggest changes in retail experience by first outlining 2023 trends and forecast data. They note the influence of digital and systemic risk on the biggest predictions. Featuring:Sucharita Kodali, VP, Principal AnalystFiona Swerdlow, VP, Research DirectorShow Notes:Forrester predictions are grounded in the previous year’s trends. To that end, VP, Principal Analyst Sucharita Kodali and VP, Research Director Fiona Swerdlow offer CX pros insight into 2024’s biggest changes in retail experience by first outlining 2023 trends and forecast data. They note the influence of digital and systemic risk on the biggest predictions. We cover: How is the cross-channel experience evolving? What are implications for the associate experience? What trends did we see in 2023 that will continue in 2024? Where have trends reversed? What are some global phenomena that are negatively affecting the customer experience? To learn more, see the Forrester report, Predictions 2024: Retail.
Though we’re out for the holidays this week, we’re dropping in with a short preview of what we have planned for the CX Cast in 2024. Tune in to hear what’s to come, including: Our annual series on Forrester’s 2024 predictions, airing throughout January. A preview of Forrester’s 2024 events theme, “Human + AI,” and what it means for the customer lifecycle. And more content from Forrester analysts throughout the year.
Forrester’s culture energy data reveals that culture varies across organizations, including within an individual company. In this episode, Martin interviews Angelina on her findings regarding customer-facing employees’ unique culture within an organization. Angelina shares her findings from other interviews with other culture experts, who helped her explain the data.
Journey maps are wildly popular, and for good reason: Done right, they can transform your company’s customer experience and even alter its culture. But producing journey maps won’t change anything unless CX professionals think ahead about purpose, goals, and potential broader impact and follow the seven key steps of effective journey mapping. Forrester VP and Principal Analyst Joana de Quintanilha joins to discuss how to align your journey mapping efforts with your overall CX strategy. Listen as we run through seven steps to do journey mapping right — whether to design customer-centric experiences, or align employees and cultures to customer needs.
Managing global complexity is a major challenge when it comes to understanding what customers want, delivering customer goals, and measuring success. Gail Russell, global head of customer experience, wealth, and personal banking at HSBC, joins the CX Cast this week to share insights from her session at CX EMEA.
CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every organization is at a different point in their measurement journey. Rich Saunders, Senior Analyst, describes the challenges in setting the right metric goals and how to take a tailored approach that matures over time.
Senior Analyst AJ Joplin goes deeper into how to design, plan, and facilitate a workshop, this time discussing approaches to designing the workshop activities. Whether your workshop is for journey mapping or experience design, AJ explains how to guide participants to outcomes.
Technology underpins great CX. But how much do you really know about how your platforms work? How much do you need to know? What’s the next big technology that you need to pay attention to? OK, obviously it’s generative AI, but what else? Producer Julia joined Martin at Forrester’s annual Technology & Innovation Forum in London to find out what’s hot in the world of technology.
Generative AI (GenAI) will have a transformative impact on customer experience. VP, Principal Analyst David Truog guides CX leaders on how to harness the creativity and navigate the risks of GenAI for better CX. He offers definitions, use cases, and prescriptive advice so you can confidently dive into this brave new world.
Workshops have grown in popularity as a frequent activity for CX pros. But successful workshop facilitation requires skill and thoughtful planning. Forrester Senior Analyst AJ Joplin discusses the importance of improving workshop facilitation and outlines an approach for optimal workshop output.
In this episode, we welcome back Senem Guler Biyikli, now officially an analyst! She joins us to discuss the link between anthropology and CX, her current research on empathy, and how to promote empathy in a digital environment.
In this episode, CX Cast host and Forrester VP and Research Director Martin Gill joins Senior Analyst Michelle Beeson to describe a workshop activity they used to bring the frameworks of value for customer to life. They had participants, who represented different companies and industries, try out a combination of mystery shopping and ethnographic research by visiting coffee shops in London. Listen to hear about the frameworks, design, and approach used for the activity and how your company can put it in place.
Every year, Forrester’s global survey of firms’ customer experience (CX) programs presents up-to-date insights into CX teams. Variation across CX teams, including team size, responsibility, and budget, is a main theme in the 2023 results. Principal Analyst Judy Weader, whose upcoming report dives into the survey results, joins us to discuss her findings.
It’s a topic that is a perennial favorite among CX pros: journey mapping. Today, journey mapping platforms help not only with mapping itself but with visualization, brainstorming, and ideation, as well. Covering the key trends is Forrester Senior Analyst Michelle Beeson.
CX pros are used to focusing on the customer, often using tools like personas and workshops to create stellar customer experiences. This week, Forrester Senior Analyst Su Doyle makes the case for using those same strategies to prove CX value internally.
Responsible design — design that aligns with a company’s brand purpose, values, and commitments — is a powerful tool for earning trust. Forrester Principal Analyst Gina Bhawalkar joins us for a discussion on what responsible design is and why brands should embrace it.
Many brands sell products through retailers. Forrester Senior Analyst Michelle Beeson joins the CX Cast this week to discuss how, now that we care more than ever about the customer experience, the brand and retailer partnership is more important than ever.
The right approach to building a journey atlas will ensure the resulting product is insightful and actionable. Susan McNulty, consultant in CX transformation, has worked in CX leadership roles across several industries. She offers her experiences and practical, easy-to-follow expertise on the journey atlas creation process.
Organizations rely on voice-of-the-customer (VoC) measurement teams to collect and share insights and metrics that drive employee and partner actions. Unfortunately, VoC programs tend to be neglected or misunderstood within organizations. Senior Analyst Colleen Fazio, who helps Forrester customers build VoC and customer experience (CX) measurement programs, joins the CX Cast to discuss challenges and opportunities facing VoC programs and how they should evolve.
Journey -centricity leads to higher revenue, reduced costs, and better customer experience. VP, Principal Analyst Joana de Quintanilha joins the CX Cast this week to share the importance of journey centricity and how it can help organizations foster customer obsession.
How can CX and EX coexist in an organization? Can the right relationship between CX and EX management have a magnifying effect? Martin and Angelina talk through the model for shared management of (or collaboration between) CX and EX, with considerations for different existing organizational structures.
By 2050, your website could be a wasteland. VP and Principal Analyst Julie Ask joins the CX Cast this week to discuss how your current website must evolve to meet customer needs, and what this means for your CX strategy.
Brands today can reach consumers on more than 300 digital touchpoints, and that number is growing quickly. VP, Principal Analyst Julie Ask joins the CX Cast this week to discuss the complexity of the consumer digital touchpoint landscape, and how companies must navigate this to build a strong CX strategy.
Less than half of global CX leaders can prove the ROI of their CX initiatives. Rusty Warner joins the CX Cast to share the insights from his CX EMEA keynote, “How To Embrace Customer Lifetime Value.” He reveals how leading CX teams that demonstrate clear business value will be stronger than ever.
Phil Bonhard, head of experience design for homes and mortgages at Lloyds Banking Group, joins us for an inside view into the design team at Lloyds.
CX EMEA 2023 was packed with CX leaders who want clarity on how empathy can lead to action. Joana de Quintanilha joins the CX cast to share the insights that resonated most from her CX EMEA keynote, “Spark, Nurture, And Fire Up Empathy To Drive Innovation.” She offers a no-nonsense multi-step approach to build empathy into innovative customer experiences.
We’re off this week, but here’s a peek into some of our upcoming episodes!
The post Holiday Break + What’s Next appeared first on The CX Cast ® by Forrester.
This week we come live from Forrester’s CX EMEA conference where we speak to some of the analysts presenting on emerging technology, ChatGPT, Cookieless marketing and more, as well as catch up with one of our keynote speakers, Phil Bonhard of Lloyds Banking Group, and hear what attendees from Shell and Capgemini took away from […]
The post 310: CX EMEA appeared first on The CX Cast ® by Forrester.
What motivates companies to develop accessibility programs? How have they changed since their inception, and what do they look like today? Principal Analyst Gina Bhawalkar drops in to chat about the current state of digital accessibility, including how it varies across industries and affects product development.
The post 309: The Current State Of Digital Accessibility appeared first on The CX Cast ® by Forrester.
Forrester VP and Principal Analyst David Truog brings his expertise in emerging technologies to the CX Cast, discussing the current state of generative AI and its relationship to design.
The post 308: Generative AI Needs Design And Will Transform It appeared first on The CX Cast ® by Forrester.
Jenn Lang, VP Enterprise Customer Experience and Consumer Insights at TD, joins the Cast to talk about CX at TD and their journey towards building a more strategic and holistic view of customer experience.
The post TD Bank’s CX Journey appeared first on The CX Cast ® by Forrester.
What makes a CMO right-fit for the role, and effective as an individual? VP and Principal Analyst Shar VanBoskirk returns to the Cast to discuss what makes CMOs strategic and collaborative.
The post 306: How To Fit The Role Of CMO appeared first on The CX Cast ® by Forrester.
How can companies be truly customer obsessed? And what impact can that have on customer experience, ROI, and beyond? VP and Principal Analyst Shar VanBoskirk joins for a thorough examination into the concept and practice of customer obsession.
The post 305: Customer Obsession Matters For CX Quality appeared first on The CX Cast ® by Forrester.
How do you provide value to your customers if you can’t create it? VP Principal Analyst Maxie Schmidt is back on the cast this week to discuss the meaning of the value network, and how you can leverage this create the best possible experience for your customers.
The post 304: Why You Can’t Create Value For Customers appeared first on The CX Cast ® by Forrester.
The CX Cast’s very own co-host, Angelina Gennis, chats with Martin about her research into how to define, assess, and change organizational culture.
The post 303: We Try Out Our Own Culture Research appeared first on The CX Cast ® by Forrester.
How do you optimize CX in a new era of privacy? Forrester Principal Analyst Enza Iannopollo discusses the risks and concerns associated with sharing personal data.
The post 302: Privacy & CX appeared first on The CX Cast ® by Forrester.
Energy company Avangrid and UX research and design firm Blink return to discuss the role of design in creating quality experiences at Avangrid. Forrester Senior Analyst AJ Joplin guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.
The post 301 – Practitioner Stories: Embedding CX Design at Avangrid appeared first on The CX Cast ® by Forrester.
Energy company Avangrid and UX research and design firm Blink give a candid recounting of building the CX function at Avangrid. Forrester Senior Analyst Su Doyle guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.
The post 300 – Practitioner Stories: Building The CX Function At Avangrid appeared first on The CX Cast ® by Forrester.
VP and Principal Analyst Thomas Husson and Researcher Melissa Chaudet join this week to share their research into the green consumer, touching on generational differences and the factors that contribute to them.
The post 299: The CX Leader’s Guide To The Green Consumer appeared first on The CX Cast ® by Forrester.
Forrester analyst Karine Cardona-Smits discusses the untapped potential of optimizing CX for a range of consumer mobility experiences such as ride-share.
The post 298: The CX Of Mobility appeared first on The CX Cast ® by Forrester.
Forrester analysts Maxie Schmidt-Subramanian and Pete Jacques explain how to establish an enterprise-wide CX measurement program to track the success of CX activities and demonstrate the ROI of improving CX.
The post 297 – CX Leader Priorities: Measure CX Performance And Prove ROI appeared first on The CX Cast ® by Forrester.
For Forrester’s fifth CX Priority, Martin and Principal Analyst Max Ball discuss how companies can gather, analyze, and make voice-of-the-customer data actionable by selecting and implementing the right tools.
The post 296 – CX Leader Priorities: Enable CX With Technology appeared first on The CX Cast ® by Forrester.
For Forrester’s fourth CX Priority, VP and Research Director Ian Jacobs and Senior Analyst Sheila Mahoutchian come on the Cast to discuss how to design, evaluate, and monitor experiences that drive customer loyalty.
The post 295 – CX Leader Priorities: Design Experiences That Drive Loyalty appeared first on The CX Cast ® by Forrester.
For Forrester’s third CX Priority, VP and Principal Analyst Joana de Quintanilha comes on the Cast to discuss the tools, insights, and metrics you can leverage to drive customer-centric action throughout the entire CX ecosystem.
The post 294 – CX Leader Priorities: Embed Customer Insights Into The Business appeared first on The CX Cast ® by Forrester.
Continuing our series on Forrester’s CX Priorities, VP and Principal Analyst Brandon Purcell lays out how business leaders can collect and use data across the business to impact customers.
The post 293 – CX Leader Priorities: Collect and Analyze Data For Customer Insights appeared first on The CX Cast ® by Forrester.
Martin and Angelina kick off a series of episodes focused on priorities for leaders to achieve CX transformation. Forrester senior analyst Judy Weader describes the importance of setting up a CX function that brings value back to the business.
The post 292 – CX Leader Priorities: Establish, Fund, And Scale The CX Function appeared first on The CX Cast ® by Forrester.
Every year, Forrester shares predictions for CX that are grounded in existing data and emergent trends. Forrester VP and Research Director Rick Parrish shares our 2023 predictions, with illustration through insights and examples.
The post 291: Our 2023 CX Predictions appeared first on The CX Cast ® by Forrester.
The CX Cast returns with episodes dropping every Tuesday! Angelina and Martin host a seemingly endless array of CX experts who dive deep into the research and distill big insights into clear and direct actions.
The post CX Cast 2023 Trailer appeared first on The CX Cast ® by Forrester.
Customer service agents and frontline workers embody a brand and its values to customers. However, there’s an inherent risk, given the growing complexity of service interactions and the supporting technology, that bias creeps into frontline interactions and negatively impacts both customers and brands. Principal Analyst Max Ball discusses the idea of empathy and other attributes […]
The post 289: Empathy in Customer Service appeared first on The CX Cast ® by Forrester.
Consumers, and European consumers in particular, increasingly expect brands to protect the environment. In fact, there’s no “one size fits all” approach when it comes to green consumers. This podcast with VP, Principal Analyst Thomas Husson helps teams understand the different attitudes and behaviors of green consumers around the globe in order to better engage […]
The post 288: The Green Consumer Paradox appeared first on The CX Cast ® by Forrester.
Consider the perfect customer experience without the unfriendly limitations of the physical environment. The metaverse could offer this. VP, Principal Analyst David Truog returns to explain the state of the metaverse and what it means for the future of CX. To learn more, see David’s Ten Principles For Designing The Metaverse blog post, which links to several […]
The post 287: The Metaverse Means Next Gen CX appeared first on The CX Cast ® by Forrester.
Forrester researcher Nick Monroe discusses what it means to be an advocate for diversity, equity and inclusion (DEI) practices, whether as a senior leader, or an individual contributor. He draws on his academic research and experience leading company-wide DEI events and discussions. CX Cast producer Wes Patterson joins us.
The post 286: How To Advocate Internally For DEI appeared first on The CX Cast ® by Forrester.
VP, Principal Analyst Joana de Quintanilha joins to explain why too little friction in the customer journey can be bad for business – and even the customer. Learn more in her Forrester blog post.
The post 285: Harness Friction In Customer Journeys To Drive Emotional Engagement appeared first on The CX Cast ® by Forrester.
Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld.
The post 284: Our Take On Reichheld’s Winning On Purpose And NPS 3.0 appeared first on The CX Cast ® by Forrester.
Luis Angel-Lalanne, VP of Customer Voice at American Express, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action.
The post 283: Amex Takes VoC To The Next Level appeared first on The CX Cast ® by Forrester.
Angelina describes the frameworks of two different Forrester reports – The Four Characteristics Of Organizational Culture and Make Culture An Agent Of Change. She gives examples of purpose, behavioral norms, rituals, and artifacts so CX and EX leaders can observe their cultures, as well as harness cultural strengths during organizational change.
The post 282: Characteristics Of Culture appeared first on The CX Cast ® by Forrester.
Meet Colleen Fazio, Senior Analyst, who leads Forrester research on voice of the customer (VoC). In this episode, Colleen highlights today’s biggest topics in VoC management, including how the convergence between the contact center and CX is an opportunity to leverage data, engage employees, and improve the customer experience. Learn more about Colleen and her […]
The post 281: Top Research In VoC Management ft. Colleen Fazio appeared first on The CX Cast ® by Forrester.
Do your diversity, equity, and inclusion (DEI) efforts extend to the customer? Forrester Principal Analyst Gina Bhawalkar and UX Researcher Senem Guler Biyikli point out that most organizations lack a formal, rigorous practice for building inclusion into the design process. They offer examples of language that we may not realize is problematic, and dive into […]
The post 280: Inclusive Experiences Start With Inclusive Language appeared first on The CX Cast ® by Forrester.
Introducing our new co-host, Principal Analyst Andrew Hogan, who brings design expertise, as well as curiosity for general CX management. Andrew talks about how he applies design thinking to everything he interacts with, and how this always-on perspective helps in solving business problems. He introduces the breadth of his research coverage. Love the preview? Let […]
The post 279: Co-Host Andrew Hogan On All Things Design appeared first on The CX Cast ® by Forrester.
Forrester VP and Research Director Martin Gill explains how customer preferences in Europe are different than in the US, how European organizations may have different objectives, but CX management best practices remain consistent, globally. To learn more, check out Martin’s blog: European Organizations Are Underinvesting In Customer Experience (public)
The post 278: Is CX In Europe Different? appeared first on The CX Cast ® by Forrester.
VP, Principal Analyst David Truog returns to offer more basic knowledge on designing chatbots, including conversational design best practices. Most chatbots disappoint, often because organizations focus too heavily on the technology and not enough on the design work. But this miniseries can help you direct efforts to build the right chatbot (or improve an existing […]
The post 277: Designing Chatbots Part 2 appeared first on The CX Cast ® by Forrester.
In 2022, brands will look to their customer experience (CX) teams to help them navigate their way through the pandemic by adjusting to a new normal and managing customer expectations and emotions around impending and ongoing product shortages. This doesn’t mean that CX teams’ responsibility will grow across the board. Instead, companies and their CX […]
The post 276: 2022 CX Predictions appeared first on The CX Cast ® by Forrester.
Improving employee performance is a critical goal for execs, yet many still rely on traditional HR-led practices of performance management that are rarely fit for purpose for today’s workforce. While leaders realize they can’t “command and control” their employees into better performance, they seldom change the process central to the problem: the way they manage […]
The post 275: The Right Performance Management Matters For EX And CX! appeared first on The CX Cast ® by Forrester.
Customer experience (CX) is a CMO imperative because CMOs who champion CX can ensure that brand is infused throughout the customer lifecycle. But championing CX requires understanding the relationship between CX and brand, as well as an understanding of CX management to play an effective role in improving the customer experience. In this episode, we’re […]
The post 274: Customer Experience For CMOs – Championing CX appeared first on The CX Cast ® by Forrester.
Hearing and enacting customer needs can be challenging in a federal IT environment with specific cybersecurity and privacy regulations, and with a customer base spanning 60,000 employees plus external partners. In this episode, we’re joined by NASA Customer Experience Lead Luis Bares to discuss the role of the CIO organization at NASA, his journey to […]
The post 273: Customer Experience At NASA appeared first on The CX Cast ® by Forrester.
In this episode, we’re joined by Principal Analyst Pete Jacques, Ph.D. to discuss his background, experience on Forrester’s Customer Experience Index (CX Index™) team, and his coverage area on the Customer Experience Research team. His research spans from building stronger customer loyalty and trust through higher-quality customer experiences to CX measurement and KPIs. Click the […]
The post 272: Forrester’s CX Index™ And Improving Customer Experience Quality appeared first on The CX Cast ® by Forrester.
Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don’t rely on the same workflow, artifacts, or ceremonies — and often struggle to find common ground as a result. In this episode, we’re joined by Senior Analyst Karine Cardona-Smits to discuss how […]
The post 253: Agile and Design Teams – Better Together (R) appeared first on The CX Cast ® by Forrester.
Customer experience’s (CX) goal of “humanizing” experiences might seem far removed from automation’s focus on removing humans from business processes. But the pandemic-induced push to serve customers online has brought these two forces together, and firms have learned transformational lessons from each. In this episode we’re joined by Principal Analyst Leslie Joseph to discuss how automation […]
The post 271: CX Participation Is Vital To Automation Success appeared first on The CX Cast ® by Forrester.
Great customer service helps customers get the most out of your product and services. This requires complex and varied work across internal teams, customer journey touchpoints, and regularly reassessing strategies. In this episode we’re joined by Trifacta’s Chief Customer Officer, Paul Staelin, to discuss how to enable employees and optimize customer interactions to improve their […]
The post 270: Trifacta – Improving Customer ROI appeared first on The CX Cast ® by Forrester.
Great customer experience (CX) and employee experience (EX) go hand in hand. To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs. In this episode, we are joined by Verizon’s Vice President of Sales and Service Operations, Ken Lain, to discuss his team’s work supporting 17,000+ customer service employees as many […]
The post 246: Enabling Employees In A Work From Home Model (R) appeared first on The CX Cast ® by Forrester.
The use of chatbots continues to proliferate as companies double down on digital, but many deliver poor user experiences. In this episode, we’re joined by VP, Principal Analyst David Truog to discuss his research on conversational AI (voice and text chatbots) and how designing successful experiences based on such technologies requires deep attention to human-centric […]
The post 269: Designing Chatbots With The User In Mind appeared first on The CX Cast ® by Forrester.
From CEOs to entry-level employees, people rely on digital tools at work — tools that are mostly inadequate or even terrible in terms of user experience (UX). These enterprise UX problems cause their companies to waste time, undermine vital transformations, underserve customers, and risk dangerous mistakes. In this episode, we’re joined by Principal Analyst Andrew Hogan […]
The post 251: Design For Work — Boost Productivity And Satisfaction By Transforming Enterprise UX (R) appeared first on The CX Cast ® by Forrester.
Modern business was tough enough, and then the pandemic ushered us into the future of work today, quickly reforming how, why, and where work happens. This forced employees to be more collaborative, more innovative, and more adaptive than ever before — testing their individual resources. Employee well-being — the total health and wellness of your […]
The post 268: Take Employee Wellness Beyond Benefits appeared first on The CX Cast ® by Forrester.
Forrester’s customer experience (CX) research team, and it’s user experience (UX subteam), covers a variety of topics. In this episode we’re joined by VP, Research Director Ian Jacobs to discuss his expertise in customer service and chatbots, and his UX subteam’s existing and upcoming coverage of a variety of topics, from design for work to […]
The post 267: Forrester’s User Experience (UX) Research Team – From Design For Work To Inclusive Design appeared first on The CX Cast ® by Forrester.
Customer experience (CX) leaders who would like to become insights driven need to familiarize themselves with the different techniques that analysts and data scientists apply to data. In this episode we’re joined by VP, Principal Analyst Brandon Purcell to discuss Forrester’s periodic table of insights, which highlights 20 of the most common analytical approaches for […]
The post 266: Forrester’s Periodic Table Of Insights appeared first on The CX Cast ® by Forrester.
Choosing how to organize and operate a customer experience (CX) team depends on many factors, including the business’s maturity, goals, structure, and culture. In this episode we’re joined by Deborah Cornwell, Senior Vice President of Customer Experience at Assurant, to discuss how they’ve structured their CX team in a large, decentralized organization. Click the titles […]
The post 265: Assurant – How To Structure CX In A Decentralized Organization appeared first on The CX Cast ® by Forrester.
The precise definition and composition of a customer experience (CX) strategy has proven elusive for many business leaders. Getting it right is essential, though, as the CX strategy plots how a business will execute on its CX vision, helping it achieve its business goals. In this episode we’re joined by Principal Analyst TJ Keitt to […]
The post 264: CX Strategy Essentials appeared first on The CX Cast ® by Forrester.
Companies that put the customer at the center of their leadership, strategy, and operations enjoy stronger revenue growth, more satisfied customers, and more engaged employees than their competitors. And customer-obsessed firms can better pivot in response to market shocks like the pandemic. In this episode we’re joined by VP, Principal Analyst Shar VonBoskirk to discuss […]
The post 263: Customer Obsession Explained appeared first on The CX Cast ® by Forrester.
High-functioning customer experience (CX) teams don’t treat CX as a standalone function, rather they determine what they can do themselves and what requires internal and external partnerships. In this episode we’re joined by Executive Partner and Senior Analyst Su Doyle to discuss collaboration and growth strategies for customer experience leaders, from who to work with […]
The post 262: Collaboration And Growth Strategies To Power CX Transformation appeared first on The CX Cast ® by Forrester.
Building empathy with your customers is vital, particularly when your audience is part of the ‘silver tsunami’ of a rapidly growing ageing population. In this episode we’re joined by Archie Dey, Director of Consumer Experience and Insights at SCAN Health Plan to discuss how they listen to and empathize with their customers, from trainings to […]
The post 261: SCAN Health Plan – Building Customer Empathy appeared first on The CX Cast ® by Forrester.
To know what good customer journeys look like — and to benchmark them — customer experience (CX) pros need to understand how to design for emotion. This requires gaining a more granular understanding of how emotions impact CX and discrete customer journeys, going beyond simply delight. In this episode we’re joined by VP, Principal Analyst […]
The post 250: Benchmark Customer Journeys To Drive Emotional Engagement (R) appeared first on The CX Cast ® by Forrester.
As issues of gender equality, racial justice, and discrimination across the diversity spectrum hit the headlines, organizations are struggling to respond to customers, employees, and other stakeholders. In this episode, we discuss with Principal Analyst, Katy Tynan, about how having a diverse workforce is both a competitive advantage and table stakes for values-based consumers and […]
The post 238: How Equity For Your Employees Drives Equity For Your Brand (R) appeared first on The CX Cast ® by Forrester.
C-level leaders know they are on the hook for an anywhere-work strategy beyond the pandemic. A striking 75% of CEOs surveyed expect their office spaces to shrink. But many aren’t sure what benefits they can expect from such a bold move nor do they know how to succeed. In this episode we’re joined by VP, Principal […]
The post 260: Don’t Miss Your Anywhere Work Opportunity appeared first on The CX Cast ® by Forrester.
Data ethics and diversity, equity, and inclusion (DEI) are increasingly critical issues for organizations. In research conducted for our Forrester Wave™ evaluation of customer database and engagement agencies, we uncovered an important mandate for CMOs: The convergence of these two practices is central to a brand’s customer engagement strategy. In this episode we’re joined by […]
The post 259: Everyone Benefits When Data Ethics And Diversity, Equity, And Inclusion (DEI) Converge appeared first on The CX Cast ® by Forrester.
Once a company is bought-in on design, how do design leads scale the design organization to continue to meet the company’s evolving needs? In this episode we’re joined by Lance Thornswood, Senior Vice President, Head of Design at US Bank, to discuss the scaling of their design practice, which has doubled in size each year […]
The post 258: US Bank – Scaling The Design Organization appeared first on The CX Cast ® by Forrester.
All firms can access the same tools for business success — capital, business process, and tech — making it hard to generate a sustainable market advantage. The pandemic reveals that adaptive companies update their use of these tools more effectively than others. But adaptivity depends on an underutilized fourth tool: a workforce motivated to apply […]
The post 257: Creativity Feeds The Future Of Work appeared first on The CX Cast ® by Forrester.
Evolving an organization’s culture towards greater customer centricity is complex work, requiring careful prioritization. In this episode we’re joined by Chief Experience Officer of Blue Cross and Blue Shield of Kansas City (Blue KC), Gratia Carver, to discuss her team’s approach to evolving culture and the important role measurement plays. Click the titles below for more […]
The post 248: The ROI Of Culture Change (R) appeared first on The CX Cast ® by Forrester.
With vaccine rollout occurring around the world, hopes run high of returning to a life free from COVID-19. Vaccine passports promise to quickly turn this hope into a reality, including bringing employees back to the physical workplace. Despite the high expectations, employers must be cautious as they plan and execute their pandemic management plans. In […]
The post 256: The Opportunity, The Unknowns, And The Risks Of Vaccine Passports In The Workplace appeared first on The CX Cast ® by Forrester.
Marketers and CX professionals are out of touch with today’s business realities. While companies pursue business models that scramble traditional customer lifecycles, marketing and CX functions remain siloed in outdated roles that become ineffective and wasteful. There is a better way forward: CX and marketing can master the new normal by reinventing their relationship with […]
The post 255: Five Ways To Ensure Deep Collaboration Between Marketing And Customer Experience appeared first on The CX Cast ® by Forrester.
In this episode, we’re joined by VP, Research Director Harley Manning to discuss a recent internal research effort to better understand the needs of Forrester clients. Iterative interviews with about 40 senior CX leaders helped to uncover what they’re working on, what data and insights they’re missing, and more. Click the titles below for more […]
The post 254: Uncovering Insights From CX Leaders appeared first on The CX Cast ® by Forrester.
After a merger and acquisition, CX teams must face the realities of combining forces. From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across both organizations. In this episode, we are joined by Yvan Goupil, Head of Customer and Marketing Insight at Virgin Money UK, who experienced and […]
The post 243: Merging CX Teams After An Acquisition (R) appeared first on The CX Cast ® by Forrester.
Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: What steps can companies take to measure the business impact of experience design? The complexity of this topic and […]
The post 220: Five Best Practices For Measuring Business Impact Of Design (R) appeared first on The CX Cast ® by Forrester.
Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don’t rely on the same workflow, artifacts, or ceremonies — and often struggle to find common ground as a result. In this episode, we’re joined by Senior Analyst Karine Cardona-Smits to discuss how […]
The post 253: Agile And Design Teams — Better Together appeared first on The CX Cast ® by Forrester.
Organizations don’t typically know how customers derive value and which value drivers matter most. Instead, they measure value using flawed proxies. They also collect data about value in different parts of the organization, at different cadences, and using different tools, making it hard to assemble a complete picture of the value that customers derive. In […]
The post 252: How To Measure Value For Customer appeared first on The CX Cast ® by Forrester.
From CEOs to entry-level employees, people rely on digital tools at work — tools that are mostly inadequate or even terrible in terms of user experience (UX). These enterprise UX problems cause their companies to waste time, undermine vital transformations, underserve customers, and risk dangerous mistakes. In this episode, we’re joined by Principal Analyst Andrew Hogan […]
The post 251: Design For Work — Boost Productivity And Satisfaction By Transforming Enterprise UX appeared first on The CX Cast ® by Forrester.
To know what good customer journeys look like — and to benchmark them — customer experience (CX) pros need to understand how to design for emotion. This requires gaining a more granular understanding of how emotions impact CX and discrete customer journeys, going beyond simply delight. In this episode we’re joined by VP, Principal Analyst […]
The post 250: Benchmark Customer Journeys To Drive Emotional Engagement appeared first on The CX Cast ® by Forrester.
Many organizations struggle to define their customer experience (CX) vision, from where to begin and what to include, to how to act on it. In this episode, co-host and analyst Angelina Gennis discusses her latest research on how to create a unique CX vision to guide transformation. Aim framework: authentic, inspiring, mobilizing Click the titles […]
The post 249: Creating A Customer Experience Vision appeared first on The CX Cast ® by Forrester.
Evolving an organization’s culture towards greater customer centricity is complex work, requiring careful prioritization. In this episode we’re joined by Chief Experience Officer of Blue Cross and Blue Shield of Kansas City (Blue KC), Gratia Carver, to discuss her team’s approach to evolving culture and the important role measurement plays. Click the titles below for more […]
The post 248: The ROI Of Culture Change appeared first on The CX Cast ® by Forrester.
As companies strive towards more diversity, equity, and inclusion, they may turn to their measurement and VoC programs to assess the inclusivity of their current experiences. However, the data from those programs is often itself incredibly biased. In this episode we’re joined by VP, Principal Analyst Maxie Schmidt to discuss how to measure and analyze […]
The post 247: Using Measurement To Identify Biases appeared first on The CX Cast ® by Forrester.
Great customer experience (CX) and employee experience (EX) go hand in hand. To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs. In this episode, we are joined by Verizon’s Vice President of Sales and Service Operations, Ken Lain, to discuss his team’s work supporting 17,000+ customer service employees as many […]
The post 246: Enabling Employees In A Work From Home Model appeared first on The CX Cast ® by Forrester.
Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it’s no wonder firms are prioritizing accessibility. But it’s about more than legal risk — accessibility efforts have a long track record of yielding innovations that help all customers, a benefit commonly called the “curb cut effect.” In this episode we discuss with principal analyst, Gina Bhawalkar, about the benefits of digital accessibility and ways to get started to incorporate people with disabilities into your process to create better experiences.
Click the titles below for more on this topic:
- Get Accessibility Right: Recruit People With Disabilities Into The Design Process
- BLOG: Get Accessibility Right: Recruit People With Disabilities Into The Process
The post 217: Get Digital Accessibility Right (R) appeared first on The CX Cast ® by Forrester.
A key element of a strong customer experience practice is experience research. However, establishing, scaling, and evolving an experience research practice is no easy task. In this episode, we are joined by Senior Analyst Kelly Price to discuss the key elements of a good research practice and hallmarks of a truly advanced practice.
Click the titles below for more on this topic:
- Establish Your Experience Research Practice
- Scale Your Experience Research Practice
- Evolve Your Experience Research Practice
Have examples you’d like to share with Kelly? You can message us on LinkedIn or reach out to cxcast@forrester.com
The post 245: Build A Strong Experience Research Practice appeared first on The CX Cast ® by Forrester.
As we approach episode 250 and the podcast’s six-year anniversary, Adele and Angelina take a look back at episodes that stuck with them over the years, great episodes for CX newbies, and the episodes that have racked up the most listens.
Host Picks:
Humanizing Customer Research (Episodes 119 & 120) –Meena Kothandaram from Twig + Fish and Bentley University’s Human Factors And Information Design (HFID) graduate program walks through her five-phase approach to customer research and talks about the importance of bringing stakeholders along.
The ROI of Employee Experience (Episode 206) – Forrester research breakdown the ROI model for employee experience, including implications for revenue and brand advocacy, as well as employees’ efficiency and propensity to delight customers.
Paying Employees For CX Is A Bad Idea (Episodes 147 & 148) – Forrester analysts Maxie Schmitt and Sam Stern discuss their research on “why paying employees for cx is a bad idea.” It’s revolutionary advice for so many companies that are automatically putting metrics like NPS into individual goals.
How Rogers Communications Proved Business Benefits Of A Customer-Centric Culture (Episode 113) –Trays O’Reilly from Rogers Communications talks about a test–and–learn approach, called The Hot House, that (surprisingly) CX leaders in any industry can learn from.
Great Listens For Those New To CX:
Episode 127: Gauge Your CX Management Maturity
Episode 174: The Winning Way To Plan Customer Research
Episode 14: Better Customer Experience Measurement Surveys And Beyond
Episode 168: What Leading VoC Programs Get Right
Episode 137: Eliminate Brand & CX Dissonance
The Most Listened To Episodes:
Episode 187: The ROI Of Design Thinking
Episode 200: A Retrospective Of CX And UX
Episode 212: Four Ways To Deliver Value For Customers
Episode 197: How To Transition Your Voice-Of-The-Customer Vendor
Episode 196: What B2B Companies Must Learn From DTC Disruptors
Are you a CX expert on a topic that didn’t make the list? Reach out to cxcast@forrester.com to connect with the hosts.
The post 244: A Retrospective Of The CX Cast’s Six Years appeared first on The CX Cast ® by Forrester.
After a merger and acquisition, CX teams must face the realities of combining forces. From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across both organizations. In this episode, we are joined by Yvan Goupil, Head of Customer and Marketing Insight at Virgin Money UK, who experienced and succeeded at merging CX teams after an acquisition. He shares what worked well throughout the process, as well as some challenges they encountered.
Click the titles below for more on this topic:
- Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcome
The post 243: Merging CX Teams After An Acquisition appeared first on The CX Cast ® by Forrester.
Diversity and inclusion is being considered and displayed more and more, in organizations’ brand statements, employee experience (EX), and hiring practices. However, most organizations do not reflect those commitments in the customer experience (CX) they put out into the world. This is a big miss and a big opportunity. In this episode, we discuss with Principal Analyst, Gina Bhawalkar, how to apply the lens of inclusion throughout the product development process.
Click the titles below for more on this topic:
- The Inclusive Design Imperative: Win And Retain More Customers
- Get Accessibility Right: Recruit People With Disabilities Into The Design Process
The post 242: Reflect Commitment To Diversity And Inclusion In Customer Experience appeared first on The CX Cast ® by Forrester.