The CX Cast
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Research-based guidance on how to manage customer experience (CX) at any organization. This podcast deals with everything you should know about customer experience (CX), whether you're just getting started or well on your way.
The CX Cast
3d ago
Sam Stern, founding CX Cast host, returns to the podcast to share his experiences as Senior Manager of CX at LinkedIn. Sam and Angelina talk about the importance of maintaining trust and confidence by improving customer experiences ..read more
The CX Cast
1w ago
It’s time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forrester’s B2B Summit, diving into insights shared on orchestrating comprehensive buyer and customer experiences.  ..read more
The CX Cast
2w ago
CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward. Featuring: Su Doyle, Sr Analyst AJ Joplin, Sr Analyst Show Notes: CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX tea ..read more
The CX Cast
3w ago
Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy. Featuring: Gina Bhawalkar, Principal Analyst Senem Guler Biyikli, UX Analyst Show Notes: Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the e ..read more
The CX Cast
1M ago
You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task. Featuring: Maxie Schmidt, VP, Principal Analyst Joana de Quintanilha, VP, Principal Analyst Show Notes: You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers ..read more
The CX Cast
1M ago
In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to examine the inner workings of journeys at E.ON ..read more
The CX Cast
1M ago
Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience ..read more
The CX Cast
1M ago
Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies ..read more
The CX Cast
2M ago
What do CX pros need to know about the promises and perils of generative AI? Forrester VP and Principal Analyst Martha Bennett explains the statistical complexity in layman’s terms and offers recent CX examples to illustrate the new paradigm ..read more
The CX Cast
2M ago
Revenue operations teams and CX teams have overlapping interests when it comes to understanding the customer and improving the buying experience. Principal Analyst Anthony McPartlin gives us an initial overview of RevOps, revealing some exciting opportunities for both functions to be stronger together ..read more