The CX Cast

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 […]

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

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 […]

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 […]

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 […]

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 […]

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 […]

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

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 […]

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 […]

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: […]

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 […]