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


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 […]