337: CX Predictions 2024: Retail

Featuring:

Sucharita Kodali, VP, Principal Analyst
Fiona Swerdlow, VP, Research Director

Show 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.

351: CX At LinkedIn with Sam Stern

The CX Cast 5 days ago

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.

Listen Now

Podcast

350: CX, Customer Success, And Marketing Together At B2B Summit

The CX Cast April 17, 2024

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.

Listen Now

Get The Insights At Work Newsletter

Country*

Yes, I’d like to receive Forrester’s Insights At Work newsletter and receive occasional survey invitations and marketing communications.

Thanks for signing up.

Stay tuned for updates from the Forrester blogs.