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

122: The Interplay Between Brand And CX

The CX Cast December 14, 2017
Brand still matters. Marketing still matters. But CX defines the brand. And marketing has a key role to play in heightening customers’ emotions. In this episode, we untangle the interplay between brand and CX. Click the title below to read more: Disneyland: Why Waste Resources on Things Customers Can’t Recall
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121: Five Steps To Enable Customer Experience Delivery

The CX Cast December 6, 2017
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 […]
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120: Humanizing Customer Research, Part 2

The CX Cast November 16, 2017
This week, we talk about the demands on the user experience role and speculate about the future of the profession. We continue our conversation from last week with Meena Kothandaraman, Experience Strategist at Twig + Fish and an esteemed professor in the Bentley University Human Factors and Information Design (HFID) graduate program. Click the titles below to read more: The […]
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119: Humanizing Customer Research

The CX Cast November 10, 2017
This week, we welcome Meena Kothandaraman, Experience Strategist at  Twig + Fish and an esteemed professor in the Bentley University Human Factors and Information Design (HFID) graduate program. In this episode, Meena shares an effective approach to customer research and explains how to share insights with colleagues so that they, too, can experience epiphany moments. Click the titles below to read more: The Power Of […]
Podcast

118: Human + Machine

The CX Cast October 27, 2017
A tidal wave of digital tech has engulfed the theory and practice of breakaway CX. Automated platforms like bots, animated by AI and machine learning, promise powerful, personalized customer experiences. But in our rush to embrace these innovative customer experiences on digital channels, are CX professionals losing touch with the core driver of CX excellence: authentic […]
Podcast

117: Persona Pitfalls

The CX Cast October 19, 2017
Since their introduction nearly 20 years ago, personas have become one of the most popular tools in the customer experience (CX) pro’s arsenal. But as their use has spread, so has the confusion about them. As a result, many firms are no longer reaping the numerous benefits good personas provide. In this episode, we speak with Forrester analyst Kelly […]
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116: Drive Creativity And CX Innovation With Employee Empathy

The CX Cast October 13, 2017
This week, we discuss what it means to foster empathy for employees and create the right conditions for creativity. Click the titles below to read more: Drive Creativity And CX Innovation With Employee Empathy Creativity, Inc.: Overcoming the Unseen Forces That Stand in the Way of True Inspiration
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115: What’s “Journey Analytics?”

The CX Cast October 6, 2017
Journey analytics is a hot topic because it can help firms move the needle on customer obsession. But misconceptions about what journey analytics is and how it’s done get in the way. Forrester defines journey analytics as a practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over […]
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114: Comcast’s Tactical Approach To CX Transformation

The CX Cast September 28, 2017
This week, we welcome back Trays O’Reilly, VP of Customer Experience at Comcast, to discuss how Comcast has been tactically transforming its customer experience (CX). In this episode, you’ll hear one of our favorite examples of how to remove barriers from employees in a way that fosters their confidence and support in a CX transformation, while enabling better […]
Podcast

113: How Rogers Communications Proved Business Benefits Of A Customer-Centric Culture

The CX Cast September 21, 2017
This week, we’re joined by Trays O’Reilly, current VP of Customer Experience at Comcast. Before we get into lessons learned from Comcast (which we’ll share next week), Trays walks us through how her former team at Rogers Communications developed a business case for CX and implemented their CX strategy in just 18 weeks. Click the title below to read more: […]
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112: Read My Lips: Clear Communication Can Mean Billions In Revenue

The CX Cast September 15, 2017
How well a company communicates with its customers has a surprisingly large impact on the brand’s overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for the company’s bottom line. Forrester analyst, Faith Adams, joins us in this episode to discuss how improvements in communication boost CX […]
Podcast

111: Four Tech Giants Dominate Your Customer Experience

The CX Cast September 7, 2017
Alphabet’s Google, Amazon, Apple, and Facebook set customers’ expectations for customer experience (CX) because they hold a prominent place in people’s lives. CX professionals need to understand what those expectations are and how to use the tools these tech giants provide to meet them. Forrester analyst TJ Keitt joins us in this episode to discuss what the big […]
Podcast

110: The Customer Experience Index, 2017

The CX Cast August 30, 2017
How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, Forrester revealed the complete rankings of all 314 brands across 21 industries in the US CX Index. Principal Analyst Rick Parrish joins us in this episode to discuss the the surprising trends in CX quality and the role that emotion […]
Podcast

109: Where The Conversation Must Go, For Conversational Interfaces

The CX Cast August 21, 2017
Customers expect personalized experiences but most companies fail to deliver. And that is especially true for conversational interfaces. In this episode, Senior Analyst Jenny Wise talks about the expectations of a human-like interaction and where the technology for conversational interfaces (e.g., Amazon Alexa) needs to advance. Click the titles below to read more: Q&A: Why Emerging Technologies […]
Podcast

108: Customers Need A Reason To Remember You

The CX Cast August 17, 2017
Unless your customers’ experiences leave them with lasting memories of positive emotions, you will struggle to drive loyalty behaviors among customers. In this episode, PA Ryan Hart tells us about the paradox that easier, frictionless experiences are often less memorable. He explains how companies can ensure salience by designing interactions that heighten anticipation, evoke specific emotional […]
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107: Prioritizing Customer Demands And CX Improvements

The CX Cast August 11, 2017
Your customers demand different improvements to the customer experience and maybe you have ideas about how to address those. But how do you juggle the demands of higher revenue-generating customers with those of other customer segments? And what about the long-term vs. short-term gains? Principal Analyst Ryan Hart joins us to explain how to create […]
Podcast

106: Overcoming Challenges To Successfully Map B2B Customer Journeys

The CX Cast August 2, 2017
Mapping B2B customer journeys is undoutbedly a trickier proposition than mapping B2C customer journeys. On this week’s episode of CX Cast, Tony Costa and TJ Keitt join us to describe the complexity of mapping B2B customer journeys, the different roles within clients – buyers, users, influencers – and the different roles on the delivery side […]
Podcast

105: The ROI Of CX Transformation

The CX Cast July 27, 2017
Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX transformation leaders need to invest in areas like training, technology, and professional services. Do the benefits of CX transformation outweigh the costs and result in positive ROI? And how can you make that determination for your […]
Podcast

104: Global Customer Experience Trends, 2017

The CX Cast July 21, 2017
Around the world, organizations’ customer experiences have been faltering. In this episode we discuss global trends in Forrester’s Customer Experience Index (CX Index™) data from 2015 and 2016. Click the title below to read more: Global Customer Experience Trends, 2017
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103: Why And How CA Technologies Established A CX Program, Part 2

The CX Cast July 13, 2017
Dayton Semerjian of CA Technologies returns to reflect on his past four years of progress in developing a CX program and shares valuable lessons learned from the very beginning of building a business case. Click the titles below to read more: Improving CX Through Business Discipline Drives Growth Outside In The ROI Of CX Transformation