The CX Cast

Tony Rodoni, EVP of Customer Experience at Salesforce, shares substantial experience collaborating with executives on CX. He offers tools to equip executives to feel inspired and empowered to be more involved in CX. And he dares answer the question, “Can CX leaders work themselves out of the job?”

CX teams want to innovate on the customer experience, but they don’t want to go down the wrong (and expensive) path of innovation for innovation’s sake. They also want to leverage that relationship with their colleagues in Marketing. Linda Goldstein, Executive Vice President of Customer Experience and Marketing at CSAA Insurance Group shares success stories that address these two objectives crucia...

Prioritization is the art and science of picking the most important things to do out of a list of all the things you could do. Unfortunately, when it comes to customer experience (CX), many businesses struggle to choose the projects and programs that are most likely to propel them toward success. In this episode, we discuss with Senior Analyst, Judy Weader, on how to set up and build a strong foun...

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 employees. Click...

In this episode, the CX Cast host, Jenny Wise, reflects on what makes the CX Cast unique and hands off host duties to fellow CX analyst, Angelina Gennis. If you have any feedback or episode ideas, please email cxcast@forrester.com.

In this week’s episode, Claudiu Coltea, Senior VP Head of Enterprise Customer Experience at Travelers, joins us again and discusses tips and best practices he’s been using in his work in journey transformation. We talk about what is journey transformation, how can this become a competitive advantage for companies and how to bring your organization along to make this journey adjustment....

In this week’s episode, Claudiu Coltea, Senior VP Head of Enterprise Customer Experience at Travelers, shares with us his path in CX in a variety of roles, what that looked like, and insights he has gathered along the way to help elevate the CX practice and discipline.

In this week’s episode, we discuss with Karen Pascoe, SVP Customer Experience and Design at Mastercard, on how Mastercard and its CX function responded and pivoted as a result of the pandemic. Specifically we dive into how Mastercard shifted their response in strategy, markets, and employee experience.

The profession traditionally known as user experience (UX) has expanded, bridging toward adjacent disciplines — especially product strategy, product management, data science, and customer experience (CX). To understand this evolving landscape, we discuss with Principal Analyst Gina Bhawalkar about what is the state of design teams in 2020? What are design teams working on and how do we see them ev...

In this week’s episode, we continue to discuss with Principal Analyst TJ Keitt about a new type of customers to consider to help companies prioritize which CX improvements to make, devotees. The questions we will answer in this episode is how can you find the devotees that your company has and use insights into this audience to identify and improve your CX efforts. Click the titles below for...

In this week’s episode, we discuss with Principal Analyst TJ Keitt about a new type of customers to consider to help companies prioritize which CX improvements to make. The questions we will answer in this episode is who is this new valuable customer segment? And what is the business case for focusing on this group of customers when prioritizing CX efforts? Click the titles below for more on...

COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy? Click the tit...

COVID-19 concerns are dominating in-person customer experiences as businesses reopen their doors. Businesses must attempt to ease concerns by improving and clearly communicating safety measures. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are some of the key findings in this research and what we are seeing that’s evolving in customer behaviors. Click the title...

Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers’ experiences with digital touchpoints, from apps to websites to Alexa skills. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are the digital CX and design trends to look out for this year. Click the titles below for more on this topic: * Di...

As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020. Click the titles below for more on this topic: * The US Customer Experience Index, 2020

Right now, businesses are showing their character as they respond to unprecedented change in near real time. In this episode, we discuss with Senior Analyst Amit Bhatia, about how companies can prioritize what changes to make to their strategy in response to the pandemic. Click the titles below for more on this topic: * A Framework For Helping Customers In Crisis

As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020. Click the titles below for more on this topic: * The US Customer Experience Index, 2020

Successful innovation requires that key stakeholders and teams help transform ideas into action. On this week’s episode we continue our conversation with Mark Johnson, co-founder and senior partner at Innosight, and discuss how teams successfully implement changes, get executives on board and avoid the common pitfalls with innovation efforts. Click the titles below for more on this topic: *...

Mark Johnson, co-founder and senior partner at Innosight, shares his thinking about innovation behind his book Lead From The Future: How To Turn Visionary Thinking Into Breakthrough Growth. In this episode, we discuss how to drive breakthrough innovation; from framing the effort to balancing the future vision with the current state. Click the titles below for more on this topic: * Lead From The Fu...

It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to adapt your approach. In this episode, Senior CX Analyst Faith Adams joins us to discuss customer feedback programs, including how critical they are, how to approach them the right way, and what processe...

Often CX and marketing teams are at odds with each other — they are working in opposites directions, ignoring each other, or squabbling over territory. Ironically, in the fracas, they missed a golden opportunity: Many of the skills that one group lacked, the other had in spades. In this episode, VP Group Director, Melissa Parrish, gives a preview of what’s to come from Forrester’s CX N...

COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy? Click the tit...

The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. In this episode, Senior Analyst, Judy Weader, shares with us different ways companies are adjusting their policies and procedures and three points that can help you get started with your company’s response to COVID-19. Click the tit...

The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. In this episode, Senior Analyst, Judy Weader, shares with us different ways companies are adjusting their policies and procedures and three points that can help you get started with your company’s response to COVID-19. Click the tit...

Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. But to lock in and sustain these benefits, you need to systematize your design measurement practice. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: How do you approach building and establishing design measurement in...