296: CX Leader Priorities: Enable CX With Technology
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.
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.