The CX Cast

CX quality affects six customer behaviors that impact government agencies’ abilities to accomplish their missions. In this episode, we quantify those impacts. We also reveal scores and rankings of US federal agencies in Forrester’s 2018 Customer Experience Index (CX Index™). Click the titles below to read more: Why And How To Improve Government CX The […]

Principal Analyst Gina Bhawalkar joins us this week to discuss the implications for CX from Adobe’s 2018 Summit for digital marketers. And she highlights some of the obstacles Forrester believes Adobe and its own customers must overcome to make its vision a reality. Click the title below to read more: Adobe’s Challenge To Marketers Will […]

To provide a great customer experience (CX) reliably and efficiently, companies must master all six competencies of CX management (CXM) — 1) research, 2) prioritization, 3) design, 4) enablement, 5) measurement, 6) culture. However, misconceptions can cause even the most experienced CX professionals to stumble along the path to CXM maturity. In this episode, we […]

What outside help do firms need to successfully execute a CX transformation? There is a diverse set of vendors — vendors that vary by size, capabilities, geography, and vertical market focus — many of which may have already established relations with your firm. In this episode, Forrester analyst TJ Keitt summarizes how the CX consulting […]

How do firms create authentic, branded expeirences? In this episode, Principal Analyst Ryan Hart talks about how to remove or at least reduce brand and CX vision dissonance. He highlights the approach firms should take to create CX visions that are authentic, inspiring and mobilizing (AIM). Episode Guide: How do you root your CX vision in […]

For a customer experience (CX) transformation to take hold and drive sustainable gains, CX pros need to proactively prioritize and manage multiple projects. That’s a challenge given multiple stakeholder interests, limited budgets, and constrained resources. In this episode, Principal Analyst Ryan Hart explains why a CX prioritization framework must factor in customer impact, business impact, […]

Forrester tested the virtual reality (VR) experiences at this year’s Mobile World Congress (MWC) in Barcelona to examine what the advances in these technologies mean for customer experience (CX) professionals. In this episode, we discuss top takeaways for navigating VR technology. For more on the impact of VR and for guidance on how to refine […]

Emotion is the biggest driver of loyalty. But what do you do about it? And who should be responsible for taking action? In this episode, we talk about how and when brands should introduce signature moments to ensure customers remember their experience—positively. Click the titles below to read more: Differentiate Your Customer Experience With Signature Moments How […]

Despite journey mapping’s popularity, Forrester continues to hear from frustrated customer experience (CX) pros who struggle to get started or fail to build momentum after less-than-stellar first efforts. To be successful, CX pros need to consider the factors that shape the effort before, during, and after the mapping is complete. To help, Forrester has created […]

This week, we introduce our newest Principal Analyst serving CX professionals, Gina Bhawalkar, who brings to Forrester over 15 years of experience as a practitioner and leader in UX and CX. Gina shares key lessons that she learned in building UX teams and why it’s crucial to prioritize quick wins when you’re getting started.

Business-to-business (B2B) companies are embracing customer success management to improve customer experience (CX). But how can they prove the efficacy of their efforts? Enter customer health assessments. These evaluations help CX and customer success leaders determine if the experience is helping clients achieve their business goals. In this episode, we answer the questions: “What value […]

Memories are fickle. And that has implications in how customers’ emotions drive their perceptions of brands. In this episode, we answer the question: “How do customers’ memories of their emotions toward a brand impact their loyalty to that brand?” We highly recommend that you listen to episode 129 before listening to this episode. Click the […]

Emotions drive customers’ perceptions — and human interactions are more emotionally resonant than digital interactions. That’s why CX pros must help their colleagues deliver experiences that create more positive customer emotions. They can do this by sharing information about what matters to customers and training and coaching employees about what they should do to evoke […]

Firms aspire to the benefits of a customer journey focus but struggle to achieve them because of obstacles in four realms: approach, ownership, tools, and culture. Some companies, though, have found a path to journey centricity and are shifting the focus from channels and individual touchpoints to the flow of journeys across touchpoints, silos, policies, […]

Customer experience (CX) transformations don’t happen by accident. They require a methodical approach that ensures thousands of people can work together to consistently produce the right experiences across scores of channels. But most organizations manage CX haphazardly — which dooms their CX transformations. In this episode, Forrester Principal Analyst, Rick Parrish, lays out the essential […]

CX quality has largely stalled. Why? Survey data shows that people interact with brands more, which means they have more experiences and form more perceptions. But the data also shows that trust in companies has dropped precipitously; customers say the way to build their trust is to listen to them more, offer higher-quality products and […]

If your company is struggling with employee engagement, chances are it’s looking in the wrong places. If you’re responsible for employee technology but not involved in discussions to improve engagement, it will be difficult, or even impossible, to move the needle. Engagement is an outcome of the employee experience (EX), and while there’s a mosaic […]

As we head into 2018, Sam and Jenny discuss their words of the year and the implications that these topics will have on CX pros.

In the near future, artificial intelligence (AI) will be pervasive in the machines that humans interact with. Soul Machines, believes those machines will “be a lot more helpful to us if they are more like us.” The company acts on that belief by creating avatars for clients who wish to add a more human face to their digital interactions with customers. These “digital humans” are filling roles […]