297: CX Leader Priorities: Measure CX Performance And Prove ROI
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.
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.