The CX Cast

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 […]

In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations challenge existing laws and can lead to fines, arrests, and prosecutions. In this episode, Forrester analysts Rick Parrish and TJ Keitt discuss a framework that CX pros can […]

Customer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance to success and skip it. The solution to prevent this risky mistake: Apply technologies and techniques that more effectively integrate research into workflows. […]

On this week’s episode VP of Training and Certifications Program, Erin Streeter joins us to talk about how the design thinking process led to a new Forrester product: Customer Experience Certification. This episode covers: Why is the demand for certificate programs are growing? How was the design thinking process followed to create this program? What customer […]

This episode is a continuation from last week’s discussion with Amy Shioji, VP Customer Experience & Insights at USA Today Network. You’ll learn: How USA Today has structured its CX measurement program and what metrics they use.Which platforms they use to collect feedback. How they leverage feedback to guide the design of products/features/services. How they […]

This week, we chat with special guest, Amy Shioji, VP Customer Experience & Insights at USA Today Network, about how they established CX as a business practice. You’ll learn: How they built their CX team and enabled employees. How the team collaborated with the rest of the organization. How they have fostered a customer centric-culture and explained CX to non-customer-facing employees.

You know that people’s experiences with your company, your products, and your services make all the difference in whether they decide to stay with you or switch to a competitor. It’s why you strive to make those experiences seamless and immersive — but that’s a tall order, which is why we’re tackling the problem head […]

This week, we speak with Principal Analyst Emily Collins about loyalty programs and their influence on customer experience: How to think about loyalty programs as not just transactional systems but rather as the starting point for greater engagement with some of your best customers. Click the titles below to read more: Be A Loyalty Company, Not A Company With […]

In this episode, we answer the questions: What roles comprise the experience design practice; What tools and technologies do experience designers need to get the job done? Click the title below to read more: The Forrester Tech Tide™: Experience Design, Q3 2018

To improve customer experience (CX), many firms seek outside help from an agency or consultancy that offers experience design (XD) services. But these XD providers often use the language and concepts of experience design to mean and create entirely different things. In this episode, Senior Analyst Andrew Hogan shares tips and tricks for identifying providers […]

Design services and the companies that provide them have changed. The changes are for the better, but these experience design (XD) providers’ words and processes — whether around design thinking, interface design, service design, or product design, for example — often sound alike and blend together. In this episode, Senior Analyst Andrew Hogan clarifies the […]

Jaap Wilms is back for another conversation, this time talking to us about what he’s learned about how to create a high-functioning NPS program, one that is responsive to local needs, but also that has consistency across geographies. Topics covered include how to ensure consistency of surveys and reporting, integration of data, and then using local colleagues […]