366: CX Case Studies Overview

Featuring:

Martin Gill, VP, Research Director

Angelina Gennis, Senior Analyst

Show Notes:

Culture work underpins successful customer experience (CX) transformation. Martin and Angelina discuss Forrester’s collection of case studies that capture diverse efforts to build a customer-focused culture change to ultimately improve the customer experience. We discuss:

What makes a great case study?
What sorts of culture work is proven effective in these featured organizations?
How is success measured to show customer-focused culture change?
What other examples has Forrester shared about customer-focused culture?

For more, see the following Forrester content:

Culture Case Studies For CX Transformation | Forrester

Case Study: Prudential’s People-Led CX Transformation | Forrester

Case Study: How Fujitsu Europe Scaled Its CX… | Forrester

361: Practitioner Stories: CX At Prudential – Forrester

351: CX At LinkedIn with Sam Stern – Forrester

384: How Fujitsu Europe Scaled Its CX Transformation

The CX Cast 15 hours ago

Ben Phillips, Head of Fujitsu Europe’s Customer Experience Performance Center, joins the CX Cast to share how Fujitsu Europe has scaled its CX program in a complex, account-driven B2B services organization.

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Podcast

383: Practitioner Stories: Verizon’s CX In The AI Revolution

The CX Cast December 3, 2024

As Verizon consumer group’s first-ever Chief Customer Experience Officer, Brian Higgins accomplished a lot in just over a year. He joins the CX Cast to discuss his strategy to deliver best-in-class experiences across all consumer touch points while more efficiently serving customers.

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