For our bicentennial, we’re reflecting on the biggest themes of the podcast. We discuss the evolution of customer and user experience practices; the greatest challenges that persist; and we lay out the strategic work that firms have yet to master.
A wave of so-called digitally native direct-to-consumer (DTC) startups, like Casper and Dollar Shave Club, have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their own direct strategies. But without understanding why consumers are trying these new brands and how their expectations are evolving, traditional organizations’ […]
This year Forrester fielded a survey to hundreds of customer experience (CX) professionals across the globe. We received feedback on what CX professionals are responsible for, where they report in their organizations, the size of their budgets and much more. In this episode, Forrester analyst Angelina Gennis discusses the data and trends for the state […]
Companies strive to innovate but their attempts often fizzle. Two root causes of this failure are 1) lack of organizational buy-in for the innovation function and 2) a company culture that puts too much of the risk on the shoulders of individual employees. In this episode, we discuss the best practices for CX Pros and […]
When it comes to customer experience (CX) predictions, there’s an elephant in the room that’s dominating our thinking this year: money. Why? Because proving that CX delivers business results has turned into a career-defining issue for people who work in this field. Unfortunately, many CX professionals who can’t tie experiences to dollars will find themselves […]
CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors makes customer experience (CX) pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident […]
Employee experience (EX) is becoming ever more important due to an increasingly educated workforce, incredibly low unemployment rate, pervasive AI/automation, and workplaces beset by multiple transformation initiatives. Contrary to common perception, the ROI of EX is quantifiable, and investments in EX will manifest in unexpectedly large returns. So Forrester built a Total Economic Impact™ (TEI) […]
Many product management teams struggle to connect design and development. The siloed model doesn’t yield high-quality software or pleasurable customer experiences. In this episode, we discuss what Forrester means by product management, how companies can do this effectively, and where we see the future of the role. Click the titles below to learn more: Adopt […]
Companies increasingly have to align their value with stakeholders for business success. The evidence is clear and strong: Data shows a company’s approach to moral, social, and political values matters to both its consumers and employees. Senior analyst, Anjali Lai, discusses this trend and how companies can live their values. Click the titles below to […]
Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves under mounting pressure to show the return on their investments (ROI) in the practice. So Forrester built a Total Economic Impact™ (TEI) model to help. It quantifies the value of design […]
Many customer experience (CX) pros believe customer success management (CSM) only applies to a subset of businesses (e.g., SaaS). This is not true. CSM’s mission — ensure the customer gets value — is important to all businesses. In this episode, Principal Analyst TJ Keitt explains the basic tenets of the discipline and how to apply […]
Prioritizing inclusive design helps companies win and retain more customers, break into new markets, and get employees more engaged. But what does inclusive design look like in practice? In this episode, Principal Analyst Gina Bhawalkar discusses best practices for infusing accessibility into research and design practices — a topic she’ll be covering in greater depth […]
Perception, with all its nuances, is often misunderstood. And yet, it’s core to the very definition of “customer experience” — customers’ perceptions of their interactions with a company. In this episode, Forrester Analyst Kelly Price helps us understand the dynamics of customers’ perceptions and how to account for their complexity in structuring customer research — […]
For our bicentennial, we’re reflecting on the biggest themes of the podcast. We discuss the evolution of customer and user experience practices; the greatest challenges that persist; and we lay out the strategic work that firms have yet to master.
Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve customers. In this episode, we lay out the organizational, managerial, and technological changes that must happen to enable workers to deliver the business’ intended CX. Click the title below […]
Customers interacting with your company right now are forming perceptions that will determine whether they engage with you again. But do you know how those interactions shape perceptions? You’d better, if you want your design efforts to advance your business goals. It’s not enough to spot a market need, roll out innovations, and move product. You […]
For most organizations, there are many more potential customers than they realize in their target market whose needs are different from those of their imagined “average” customer. Firms that design for that diversity can reach more of their target market, access new ones, avoid legal troubles, and cut costs — by shifting to inclusive design, […]
Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it’s not going well: Many companies are hurting their customers and therefore the business. So we researched how to do it right, and in this episode, Principal Analyst Andrew Hogan previews his findings. Click the title below […]
CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors makes customer experience (CX) pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident […]
A wave of so-called digitally native direct-to-consumer (DTC) startups, like Casper and Dollar Shave Club, have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their own direct strategies. But without understanding why consumers are trying these new brands and how their expectations are evolving, traditional organizations’ […]