The CX Cast
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.
Latest Episodes
Podcast
232: Part 2: Delight The Right Customers To Build A Successful Business
In this week’s episode, we continue to discuss with Principal Analyst TJ Keitt about a new type of customers to consider to help companies prioritize which CX improvements to make, devotees. The questions we will answer in this episode is how can you find the devotees that your company has and use insights into this […]
Podcast
231: Part 1: Delight The Right Customers To Build A Successful Business
In this week’s episode, we discuss with Principal Analyst TJ Keitt about a new type of customers to consider to help companies prioritize which CX improvements to make. The questions we will answer in this episode is who is this new valuable customer segment? And what is the business case for focusing on this group […]
Podcast
223: Let Customer Emotions Influence Your CX Strategy (R)
COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy? Click the […]
Podcast
230: Redesigning Physical Spaces Now In Response To COVID-19
COVID-19 concerns are dominating in-person customer experiences as businesses reopen their doors. Businesses must attempt to ease concerns by improving and clearly communicating safety measures. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are some of the key findings in this research and what we are seeing that’s evolving in customer […]
Podcast
229: Digital CX And Design Trends, 2020
Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers’ experiences with digital touchpoints, from apps to websites to Alexa skills. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are the digital CX and design trends to look out for this year. Click […]
Podcast
227: The Customer Experience Index, 2020 (R)
As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020. Click the titles below for more on this topic: The […]
Podcast
228: A Framework For Helping Customers In Crisis
Right now, businesses are showing their character as they respond to unprecedented change in near real time. In this episode, we discuss with Senior Analyst Amit Bhatia, about how companies can prioritize what changes to make to their strategy in response to the pandemic. Click the titles below for more on this topic: A Framework […]
Podcast
227: The Customer Experience Index, 2020
As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020. Click the titles below for more on this topic: The […]
Podcast
226: Part 2: How To Gain Organization-Wide Support For Innovation | Guest: Mark Johnson
Successful innovation requires that key stakeholders and teams help transform ideas into action. On this week’s episode we continue our conversation with Mark Johnson, co-founder and senior partner at Innosight, and discuss how teams successfully implement changes, get executives on board and avoid the common pitfalls with innovation efforts. Click the titles below for more […]
Podcast
225: Part 1: How To Drive Breakthrough Innovation | Guest: Mark Johnson
Mark Johnson, co-founder and senior partner at Innosight, shares his thinking about innovation behind his book Lead From The Future: How To Turn Visionary Thinking Into Breakthrough Growth. In this episode, we discuss how to drive breakthrough innovation; from framing the effort to balancing the future vision with the current state. Click the titles below […]
Podcast
219: Evaluate And Adjust Your VoC Program To During COVID-19 (R)
It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to adapt your approach. In this episode, Senior CX Analyst Faith Adams joins us to discuss customer feedback programs, including […]
Podcast
224: Bringing CX And Marketing Together At CX North America
Often CX and marketing teams are at odds with each other — they are working in opposites directions, ignoring each other, or squabbling over territory. Ironically, in the fracas, they missed a golden opportunity: Many of the skills that one group lacked, the other had in spades. In this episode, VP Group Director, Melissa Parrish, […]
Podcast
223: Let Customer Emotions Influence Your CX Strategy
COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy? Click the […]
Podcast
222: Steps Companies Are Taking In Response To COVID-19
The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. In this episode, Senior Analyst, Judy Weader, shares with us different ways companies are adjusting their policies and procedures and three points that can help you get started with your company’s response […]
Podcast
221: Establish, Extend, And Elevate Your Design Measurement Approach
Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. But to lock in and sustain these benefits, you need to systematize your design measurement practice. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: How do you […]
Podcast
220: Five Best Practices For Measuring Business Impact Of Design
Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: What steps can companies take to measure the business impact of experience design? The complexity of this topic and […]
Podcast
219: Evaluate And Adjust Your VoC Program To During COVID-19
It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to adapt your approach. In this episode, Senior CX Analyst Faith Adams joins us to discuss customer feedback programs, including […]
Podcast
218: PandemicEX: The Employee Experience Of Coronavirus
What is the employee experience (EX) of a pandemic? Companies are making plans and governments are tracking the spread of the virus, but who is listening to the voice of the employees? What impact are they experiencing because of the coronavirus, even if they aren’t exposed to it? In this episode we discuss with VP […]
Podcast
217: Get Digital Accessibility Right
Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it’s no wonder firms are prioritizing accessibility. But it’s about more than legal risk — accessibility efforts have a long track record of yielding innovations that help all customers, a benefit commonly called the “curb cut effect.” In this […]
Podcast
212: Four Ways To Deliver Value For Customers (R)
Brands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide […]