The CX Cast

Angelina’s research focuses on customer-centric culture and CX transformations. In this episode, she shares some preliminary findings from her current research on how the role of CX-practice leaders has shifted, and what it takes to maintain C-suite support. Prior to joining Forrester’s CX research team, Angelina was an experience strategist at Publicis Sapient, where she […]

Customer experience (CX) fatigue is a reality — and it’s impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms have overlooked the most important component: emotion. In this episode, Principal Analyst Ian Jacobs overviews the technologies and approaches to employee training that help […]

Forrester’s CX research team published more than 100 reports in 2018. We pulled our most important CX findings — across a range of topics — out of those reports and highlighted them in one place. In this episode, we share the very most important findings. In the full report, linked below, we share an additional […]

Leading companies recognize that to maintain a differentiated CX advantage over their competitors, they must do more than incrementally fix and improve existing experiences. Companies gunning to capture more market share or create new markets must innovate just like a startup — and that begins with identifying and developing a new business model. In this episode, […]

The debate about the importance of employee experience (EX) is moving into a new phase. It’s no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, […]

Although companies increasingly recognize that if they want to improve CX significantly, they can’t skip customer research, Forrester consistently hears from CX pros who struggle to conduct the research they need. To find success, CX pros need to take a pragmatic approach that helps identify the problems they aim to solve, use that knowledge to […]

Organizations are smart to contract with an outside firm for experience design (XD) — but they often fear the partnership would sour. In this episode, we discuss common disappointments with such partnerships and we provide a few tactics that help ensure positive outcomes. Click the title below to read more: The Fear Of Hiring XD […]

In this episode, we explore the immense impact of values-based marketing on customers’ perceptions, and how to implement the strategy correctly. Values-based marketing: “Giving your customers a reason to buy your product or service that isn’t price, product features, or product performance, but that is instead related to a social, environmental or political value that you believe your audience holds.” Special guest: Jim Nail, […]

Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and “jobs to be done” frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent […]

Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and “jobs to be done” frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent […]

We discuss our key takeaways from the Consumer Electronics Show (CES) 2019: 1. Robots Are Eager To Help — But Aren’t Customer-Ready (Yet). 2. “Smart” Products Are Everywhere — Varying In Intelligence. 3. Google Is Catching Up In The Amazon Vs. Google Race. 4. Technology Will Disrupt The Retail Experience Far More Than It Has Already. […]

Forrester analyst Faith Adams shares a preview of findings from her research on trends among state of the art voice of the customer (VoC) programs. Click the titles below to read more: How To Drive Action With Your Voice Of The Customer Program Four Questions CX Pros Should Ask — But Usually Don’t — When […]

This week Sam and Jenny speak with Jason Bradshaw, VW Australia’s Chief Customer Officer (LinkedIn Bio). Jason is on to talk customer and employee experience, specifically topics and anecdotes from his recently published book, “It’s All About C-E-X.” He shares his CX origin story, starting a business differentiated on the basis of its service when […]

Customers expect their experiences to keep getting better. Trouble is, they haven’t — or at least not enough to keep up with those rising expectations. This has been going on for the last three years and will begin to boil over in 2019, leading to a series of systemic shocks for CX transformation efforts and […]

We discuss the major CX developments of 2018 and what you should know for the year ahead. CX quality stagnated. Employee Experience (EX) emerged as a critical business imperative. Experience Design (XD) functions sprouted within organizations. Physical/digital interactions failed. Click the titles below to read more: There Are No Clear CX Leaders Among US Brands — For The Third Year In […]

Through a combination of tactical quick wins and strategic transformations, organizations can apply the concepts of behavioral science to improve experiences. In this way, firms can look out for their customers’ best interests while also generating value for their organization. In this episode, we introduce 4 key behavioral science concepts and several examples of how companies are […]

Everyone’s talking about voice interactions. But this emerging human-digital interaction modality isn’t as “intuitive” as it sounds for people. In this episode, we explore new human factors to consider, and how companies can augment their approach to the Empathize and Define stages of the design thinking process to create successful voice experiences. Click the titles […]

In this episode, we chat with Principal Analyst Emily Collins about customers’ expectations for loyalty programs and how companies are designing them to foster multidimensional customer relationships. This is a sequel to episode 154. Click the titles below to read more: How Consumers Really Feel About Loyalty Programs The Psychology Of Points

Prior to joining Forrester’s CX research team, Karine spent more than 10 years as a practitioner in service design and UX. Most recently, she shaped the service design practice at Mobgen (part of Accenture Interactive). In this episode, Karine shares her perspective on the intersection of Service Design, UX and CX. And there’s a good […]