The CX Cast

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...

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...

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 wealth of examples led to a long episode, so we&#821...

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...

What is the employee experience (EX) of a pandemic? Companies are making plans and governments are tracking the spread of the virus, but who is listening to the voice of the employees? What impact are they experiencing because of the coronavirus, even if they aren’t exposed to it? In this episode we discuss with VP Principal Analyst, James McQuivey about the data he has collected from the #p...

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 prin...

Brands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide customer value. Click the titles below for mo...

CX Champions programs are growing in popularity, with surprising diversity in execution. Many are an increasingly valuable aspects of CX teams’ efforts and influence across the organization, whether they’re used for training, project management, or recognition. In this episode, we discuss with analyst Angelina Gennis about what are the goals of the program and what can a CX Champions p...

A lot of companies are focused on customer journeys and we all know why journeys matter. However many companies struggle to assess whether journeys are successful for the customer and the company. How well does each journey perform? Does it deliver value to customers? Does it meet short-term and long-term organizational goals? In this episode, we discuss with VP Principal Analyst Joana Quintanilha...

Employee experience is more important than ever right now as it has an impact on customer experience. However, most companies still rely on annual snapshots of employee engagement from traditional surveys. These insights are often stale by the time you’ve analyzed the data. In this episode, we discuss with VP Principal Analyst Joana Quintanilha, about what is it right now that makes employee...

Judy’s research focuses on prioritization, the return on investment of customer experience, and culture. In this episode, she talks about her past experiences as a Principal Advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. We also discuss her time at Blue Cross & Blue Shield of Rh...

Brands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide customer value. Click the titles below for mo...