Featuring:

Pete Jacques, Principal Analyst
Karen Tran, Principal Analyst
Abhijit Sunil, Senior Analyst

Show Notes:

What sets a top-tier customer experience program apart? Dive in as we spotlight a company that not only shines in Forrester’s Customer Experience Index (CX Index™) but also earns high marks in a new Wall Street Journal scorecard.

In this episode:

  • Principal Analyst Pete Jacques takes you behind the scenes of Southwest Airlines’ standout CX strategies, which earned it the top spot in the Wall Street Journal’s airline industry rankings (and Forrester’s CX Index).
  • Principal Analyst Karen Tran unpacks Meta’s latest updates to WhatsApp for Business and what they could mean for B2B marketers relying on this channel.
  • Senior Analyst Abhijit Sunil explores how AI is both creating and solving major energy demand challenges in the US.

Thinking about bringing your team to Forrester’s B2B Summit North America in Phoenix this April? Good news: We’ve extended our Plan And Prosper promotion, giving you 2-for-1 registration until February 13. Don’t miss this chance to double your team’s impact — check out the details here.