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


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 […]

6: How To Create Better B2B Customer Experiences

The CX Cast April 3, 2015
Outstanding business-to-business (B2B) customer experiences ensure that every stakeholder in a client account gets the value they seek. Given the number of potential stakeholders in a given account, this can seem like a daunting task. In this episode, we explore how CX professionals at B2B companies can foster collaboration across their CX ecosystems. Click the […]

5: Modern User Experience: It’s More Than Usability

The CX Cast March 26, 2015
Today user experience (UX) is a robust field combining elements of product design, service design, and innovation. And it’s an essential capability to bridge businesses’ and customers’ goals. But most customer experience professionals maintain a narrow view of UX as limited to usability testing or user interface design. In this episode, we explain what separates […]

4: How To Elicit Top-Shelf Work From Digital Agencies

The CX Cast March 19, 2015
Digital design agencies now offer iterative, user-centered design processes to help their clients create quality work on tight deadlines. But too many potential clients are stuck in the past, wasting time on slick presentations and myriad rounds of approvals instead of solving customer problems. In this episode, we explore how customer experience professionals can rethink […]

3: Are You Revealing Too Much (Or Not Enough) To Your Customers?

The CX Cast March 12, 2015
Many CX professionals are blind to the line of visibility — the critical divide between what customers see and don’t see during an experience. Failure to carefully consider where this divide belongs can mean the difference between a quality experience, and one that unintentionally airs your company’s dirty laundry to the outside world. In this […]

2: Federal Chief Customer Officers

The CX Cast March 5, 2015
Hundreds if not thousands of leading corporations have created chief customer officer (CCO) positions in recent years to help them become more customer-centric. Now US federal government agencies are toying with the idea of adding CCO positions and four have already taken the plunge. In this episode, we discuss how federal CCOs can help achieve […]

1: Build A Shared Customer Experience Vision

The CX Cast February 26, 2015
The foundation of great CX is solid strategy executed by people sharing a common vision. But most companies will find that their employees don’t have a shared understanding of the intended customer experience. In this episode, we explain how to effectively align around a CX vision. Click the titles below to read more: A Picture’s […]