89: Welcoming Forrester’s New CX Analyst, Faith Adams
Prior to joining Forrester’s research team, Faith spent nine years working in customer and patient experience. In this episode, Faith shares lessons learned from the field and an overview of research of hers that we can look forward to in coming months.
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.