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


29: How To Build A Design Program

The CX Cast October 22, 2015
Design has been a hot topic in business for well over a decade. But now the business world’s interest in design is intensifying — particularly among B2B firms like Citrix, GE, and IBM that have each made large-scale investments in experience design and design thinking. In this episode, we discuss the genesis of design thinking […]

28: Refocus Tech Management On The Employee And Customer Experience

The CX Cast October 16, 2015
While most firms’ technology management groups prioritize compliance and cost-cutting, CX leaders focus their tech management operations on employee success, which leads to customer satisfaction, and ends up achieving superior cost control and compliance anyway. In this episode, we discuss how to improve CX by refocusing tech management and developing new habits for better CX outcomes […]

25: The Impact of Emotion on Customer Experience

The CX Cast September 24, 2015
We discuss the basic principles of human emotion and how to account for emotion, when designing for CX. Click the title below to read more: Understanding The Impact Of Emotion On Customer Experience

24: The Future Of Customer Service

The CX Cast September 3, 2015
Customer service has decidedly moved away from a phone-only world. Consumers across all ages and demographics have adopted digital customer service channels such as chat, mobile, web, and social. In this episode, we discuss trends in customer service and why companies must upgrade their tech.

23: Be Emotional About Customer Experience

The CX Cast August 29, 2015
Anjali Lai, from Forrester’s Data Insights Innovation team shares the benefits of managing customers’ emotions effectively and how one company excels at it.

22: Harness Guerrilla Tactics For CX Wins

The CX Cast August 20, 2015
We discuss how to effectively bootstrap quick-win CX improvements. Click the title below to read more: Guerrilla CX: Improving The Quality Of Your CX Despite Tight Budgets And Small Teams

21: The Rise Of The CX Professional

The CX Cast August 6, 2015
Customer experience is still a relatively new field – there are no university degrees in the discipline, and until recently few certification or professional programs. But now we are beginning to see signs of its emergence into a full-fledged profession. In this episode, we speak with special guest Paul Hagen, head of Customer Experience and […]

20: Why Cloud Services Enable Better Customer Experiences

The CX Cast July 30, 2015
We explore how companies like Uber, Netflix, and Pure Insurance are leveraging cloud technology for CX and how other companies can embrace the cloud to compete. Click the title below to read more: Four Things Smart Cloud Companies Know About Customer Experience

18: Customer Advocacy Drives Customer Loyalty

The CX Cast July 2, 2015
In 2003, Forrester undertook research examining how customer advocacy — the perception by customers that a firm does what’s best for them, not just what’s best for the firm’s own bottom line — impacts customer relationships in financial services. Now, over 10 years later, we continue to find customer advocacy is a key driver of […]

17: Recap Of CXNYC 2015

The CX Cast June 25, 2015
Last week, over 1,500 attendees gathered in NYC to learn about CX trends from leading B2B and B2C brands, discuss best practices, and hear the latest research findings in CX. In this episode, we recap some of the highlights of this 2-day event. Click the titles below to read more: The CX Innovation Imperative What […]

16: How Senior Customer Experience Executives Tackle The Biggest CX Challenges

The CX Cast June 18, 2015
At Forrester, we spend most of our day thinking about the challenges that customer experience professionals face. Some of these challenges are evergreen, like who in the organization is ultimately responsible for customer experience and how to convince colleagues that CX matters to the business. In this episode, we share guidance on addressing these challenges — gathered from discussions […]

15: US Spending Millions On Experiences Customers Don’t Want

The CX Cast June 11, 2015
The US federal government supports over 230 mobile apps and over 500 social media accounts not to mention countless websites. And in its 2016 budget, it proposed spending $35 million more for the US Digital Service, $105 million for digital services teams at 25 agencies, and tens of millions more for digital channels throughout the […]

14: Better Customer Experience Measurement Surveys And Beyond

The CX Cast June 4, 2015
Structured surveys have been the mainstay of most CX measurement programs. But despite their strengths and ubiquity, they fall short: insights derived from surveys often cover too few interactions or come too late in the game. In this episode, we explore how CX pros can compensate for the shortcomings of today’s typical experience surveys. Click the […]

13: Good Governance Makes Great Journey Maps

The CX Cast May 28, 2015
The art of journey mapping (done well) is a balance of governance and well-defined processes. In this episode, we explore how the right governance model, applied alongside an appropriate journey mapping approach, creates accountability, prioritization, and sustainability for CX journey initiatives. Click the titles below to read more: Adopt The Right Governance Model For Your Journey […]

12: Visa’s Technology-Driven Customer Experience Improvement

The CX Cast May 21, 2015
Fraud is a huge problem for credit card companies, banks, and customers – 20% of frequent card users have had their credit card declined. But Visa intends to reduce these mistakes with its new mobile location confirmation service, which uses smartphone location data to boost the accuracy of fraud detection algorithms. In this episode, we […]

11: How To Foster A Culture Of Customer Experience Innovation

The CX Cast May 14, 2015
Innovation is a hot topic these days, and it’s no surprise given the increasing pressure from customers to create novel experiences that stay ahead of the competition. And while there’s no shortage of opinions about why innovation is essential, few look at innovation from the perspective of the customer experience professional. In this episode, we […]

10: Your Employees Know What’s Wrong With Your Customer Experience

The CX Cast May 7, 2015
When experiences fail and the CX team doesn’t know why, it could be because they don’t systematically collect feedback from the one group that can provide insight about the entire ecosystem — employees. Employees’ feedback provides context for how customers perceive their experiences, helps identify process, policy, and technology hurdles that hinder experience delivery, and […]

9: What CX Professionals Can Learn From The Sharing Economy

The CX Cast April 30, 2015
In the past few years, thousands of companies including Uber, Lyft, Airbnb, and Lending Club have popped up to deliver peer-to-peer services to customers. As part of the sharing economy, these businesses are poised to disrupt incumbents in hospitality, travel, finance, and many other industries. And unlike some traditional companies that are driven by operational […]

8: What Makes Customers Feel That Companies Do What’s Best For Them?

The CX Cast April 23, 2015
Customer advocacy — the perception on the part of customers that a firm does what’s best for them, not just what’s best for the firm’s own bottom line — is a key driver of customer loyalty for financial services firms. So is customer experience quality. In this episode, we explore how experiences make customers happy and engender customer advocacy. […]

7: Finding The Right Inspiration To Transform Your Customer Experience

The CX Cast April 9, 2015
The path to CX maturity is long: Transformations typically take at least five years, and many companies stall before their metamorphosis is complete. To stay the course, CX pros and their colleagues should seek and share regular doses of inspiration to demonstrate the benefit of delivering great CX, solve specific customer experience problems, and infuse new thinking […]