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
Podcast
4: How To Elicit Top-Shelf Work From Digital Agencies
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 […]
Podcast
3: Are You Revealing Too Much (Or Not Enough) To Your Customers?
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 […]
Podcast
2: Federal Chief Customer Officers
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 […]
Podcast
1: Build A Shared Customer Experience Vision
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 […]