The CX Cast

Partners are essential contributors to business-to-business (B2B) customer experience (CX). Companies leverage partners for everything from developing and delivering marketing campaigns to providing ongoing customer support. That said, many, if not most, B2B CX programs do not manage partners as a component of the end-to-end customer experience. In this episode, we discuss the perils of this approach […]

A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations threatens to take them down. To acquire and retain customers in this environment, all companies must elevate the role of customer experience in their competitive strategies and commit to playing the long […]

Mergers and acquisitions (M&A) are virtually inevitable in the lives of corporations. Even so, they distract attention from other initiatives — including customer experience (CX). CX pros must maintain momentum during acquisitions and sustain focus on customers after the integration. This episode outlines how CX pros on either side of an acquisition can navigate an M&A event. […]

For most companies, customer focus is just talk. What separates customer experience (CX) leaders from laggards is not their stated commitment to customers. It’s instead their follow-through on that commitment. CX leaders also provide specific guidance that helps all employees act in customer-obsessed ways. In this episode, we discuss how CX leaders bring their cultural values to […]

Customer-obsessed companies need metrics to quantify the business result of customer obsession and to incent customer-focused decisions. But there is no magic metric. Instead, firms must embrace an approach that looks at all financial, customer, operational, and employee metrics from the customer’s perspective. In this episode, Analyst Maxie Schmidt highlights how this perspective changes the […]

How well do leading brands build loyalty with the quality of their customer experience (CX)? Forrester’s US Customer Experience Index, 2016 reveals the top performers in the US as well as the specific brands that you need to beat to take over first place in your own industry. In this episode, we highlight some of the major […]

Companies use journey analytics to improve key customer journeys, evaluate opportunities for journey innovations, and boost retention, enrichment, and advocacy loyalty. In this episode, we discuss how companies are integrating journey analytics into their existing customer journey mapping and CX measurement efforts. Click the titles below to read more: Learning From Three Early Adopters Of […]

Forrester has used its CX Index to help consumer brands assess their experiences’ business value. Now, we’ve created a version of the CX Index that addresses the unique needs of customer experience (CX) pros in business-to-business (B2B) technology companies: So we’re introducing the B2B Tech CX Index here. This new methodology helps B2B tech firms assess how […]

On average, mobile apps lose three-quarters of their active users within the first three days of installation — and 90% within the first month of use. In response, many brands try to onboard new users with a tutorial that bogs them down and distracts from the main value of the app. In this episode, we […]

Customer understanding is the bedrock of great CX. However, many firms struggle to build customer research programs that produce the aligned and actionable insights to drive meaningful change. In this episode, Analyst Kelly Price discusses Etsy’s approach to building a cross-functional collaborative research function that keeps the company focused on its customers as it grows. […]

Customer values and behaviors have shifted and most organizations are struggling to catch up. Even the leading firms are struggling to keep up. But at least they’re playing the long-game: overhauling their business strategies, cultures, and ecosystems to align with these changing values and behaviors. In this episode, we discuss the remarkably candid business transformation stories […]

Wondering which journeys to map? Consider taking a hint from what customer experience (CX) pros have been mapping over the past couple years. Forrester analyzed more than 150 journey maps that it helped clients create in a broad range of industries over the past two years and identified some common themes in what CX pros […]

Since the start of the summer travel season, the internet has been inundated with stories about mile-long TSA security lines and unconscionable wait times at airports. While airlines, airports, and the TSA have spent plenty of time throwing the blame around, little has been done to remedy the situation. In this episode, we discuss how TSA […]

The nuts and bolts of basic CX programs are well understood — identify problems that hamper the customer’s journey, fix them, repeat. But leading firms have moved beyond this approach and play the long game, and that requires a fundamentally different set of chops. In this episode of CX Cast, VP and Research Director John […]

We discuss fast and scalable ways for customer experience (CX) professionals to shape business decisions with direct customer engagement. Click the title below to read more: Brief: Six Ways To Add Speed And Scale To Customer Insights

Structured surveys have been the workhorse of customer experience (CX) measurement programs, but often fall short in capturing real-time insights about the totality of an experience. In this episode, we speak with Paul Hagen, head of Customer Experience and Innovation Strategy at West Monroe Partners, about the evolution of voice of the customer (VoC) programs from […]

To consistently deliver great experiences, companies must align employee goals with customer metrics. To get it right, companies must make employees accountable for parts of the experience that they control. In this episode, we discuss how to empower employees to assume accountability for CX results. Click the title below to read more: How To Set […]

We speak with Forrester’s Vice President of Customer Experience, Moira Dorsey. Before taking on the challenge of improving experience for Forrester’s customers, she led the customer experience research practice. She was intimately involved as our focus moved from digital experiences, to an enterprise focus, encompassing all touchpoints and activities, as well as the culture of […]

What explains the consistent, high-quality customer-service of Japanese companies? Tune in to this episode to hear from Principal Analyst Ryan Hart as he explains Japan’s world-class “omotenashi” service culture and what CX pros around the world can learn from it to improve their own CX and customer service. Click the title below to read more: What […]