The CX Cast

Decades of quality and process improvement efforts have left firms awash in tools for mapping experiences and analyzing processes. Customer experience (CX) pros who hope to introduce customer journey maps as a new tool for understanding experiences often face pushback from stakeholders who are reluctant to adopt yet another tool. Forrester Principal Analyst Tony Costa returns in this episode […]

Forrester’s Customer Experience Index (CX Index™) leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with companies converging toward CX parity? No. Forrester CX Research Director, David Truog, lays out for CX professionals what will happen instead. Click the title […]

Last week, 900 attendees gathered in San Francisco at Forrester’s annual CXSF forum to discuss how emerging technology like AI-powered chat bots, IoT and voice recognition platforms are about to change customer experiences (CX) once again. In this episode, Analyst Kelly Price recaps key themes from the forum, like how CX pros must design for new […]

In this episode, you’ll hear from Judith Weader, a Senior Advisor on Forrester’s Customer Experience Council, as she shares some valuable lessons learned as a former CX practitioner in a CX department of one at Blue Cross & Blue Shield of Rhode Island. Click the titles below to read more: Customer Obsession Is An Employee […]

Customer expectations are rising faster than companies can evolve their value propositions. Customer experience (CX) professionals need to expand their toolkit to manage customer expectations as early as possible to build and sustain positive emotional momentum throughout the journey. In this episode, Forrester VP and Principal Analyst James L. McQuivey and Prinicpal Analyst Ryan Hart discuss how […]

Happy CX Day 2016! To celebrate this very special occasion, we discuss CX day events, how companies are celebrating, and what you can do to participate in the festivities even if your company is not hosting its own event. In honor of CX day, Forrester released new report called “Why CX, Why Now” which contains […]

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 […]