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The CX Cast®

Forrester Research

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The CX Cast®
The CX Cast®

The CX Cast®

Forrester Research

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Followers
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Plays
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About Us

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

199: The Total Experience

Customers interacting with your company right now are forming perceptions that will determine whether they engage with you again. But do you know how those interactions shape perceptions?You’d better, if you want your design efforts to advance your business goals. It’s not enough to spot a market need, roll out innovations, and move product. You need to master the inner workings of the total experience — how people’s experiences ignite their perceptions and drive loyalty — or not. AtForrester’s CX SF 2019 event in San Francisco, we’ll dig into how perceptions shape successful innovation, growth, engagement, satisfaction, and retention — and what you can do about it. In this episode, we have a preliminary discussion of those themes. Click here to register for CX SF 2019. $500Promo Code:CXCASTSF October 17–18

18 MIN1 days ago
Comments
199: The Total Experience

198: How To Thrive On The Design And Data Science Collision

Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it’s not going well: Many companies are hurting their customers and therefore the business. So we researched how to do it right, and in this episode, Principal Analyst Andrew Hogan previews his findings. Click the title below to read more: * Data-Fueled Products: How To Thrive On The Design And Data Science Collision

23 MIN2 weeks ago
Comments
198: How To Thrive On The Design And Data Science Collision

197: How To Transition Your Voice-Of-The-Customer Vendor

CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors makes customer experience (CX) pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident in identifying technology and services partners that can meet their ever-changing needs, Senior Analyst Faith Adams offers guidance on when a change is necessary and how to transition. Click the title below to read more: * How To Transition Your Voice-Of-The-Customer Vendor

16 MIN3 weeks ago
Comments
197: How To Transition Your Voice-Of-The-Customer Vendor

196: What B2B Companies Must Learn From DTC Disruptors

A wave of so-called digitally native direct-to-consumer (DTC) startups, like Casper and Dollar Shave Club, have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their own direct strategies. But without understanding why consumers are trying these new brands and how their expectations are evolving, traditional organizations’ efforts are doomed. That same warning applies to companies whose primary “customers” are other organizations — commonly referred to as business-to-business (B2B) companies. That’s because you’re never really selling to a business; you’re selling to people who happen to work at a business. And people don’t leave their expectations behind when they come in to work. In this episode, we explore how B2B brands can — and must — design experiences to meet people’s shifting expectations of convenience, quality, and trust. Click the titles below for more on this topic: * B2B Is Also B2P (Business ...

13 MINAUG 24
Comments
196: What B2B Companies Must Learn From DTC Disruptors

195: Sense & Respond — Part Two

This is the second half of our conversation with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, in which we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it all fails if managers don’t take key steps to enable their employees to work differently. To read more on this topic, click the titles below: * Sense & Respond * How To Increase Your Firm’s Appetite For Customer Understanding * Modernize Your Customer Research * High-Impact Research: The Ingredients For An Effective UX And Design Research Practice * How To Drive Action With Your Voice Of The Customer Program

18 MINAUG 15
Comments
195: Sense & Respond — Part Two

194: Sense & Respond — Part One

In this two-part series with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it all fails if managers don’t take key steps to enable their employees to work differently. To read more on this topic, click the titles below: * Sense & Respond * Modernize Your Customer Research * High-Impact Research: The Ingredients For An Effective UX And Design Research Practice * How To Drive Action With Your Voice Of The Customer Program

18 MINAUG 9
Comments
194: Sense & Respond — Part One

193: The Ingredients For An Effective UX And Design Research Practice

To get beyond stagnating CX quality, organizations need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But even those that have managed to spread an appetite for better research often struggle. In this episode, Forrester analyst Kelly Price explains how to overcome the hurdles, so your research program achieves the impact it needs to differentiate your firm’s CX. To read more on this topic, click the title below: * High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

19 MINAUG 3
Comments
193: The Ingredients For An Effective UX And Design Research Practice

175: Introducing Forrester’s Employee Experience Index (R)

The debate about the importance of employee experience (EX) is moving into a new phase. It’s no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, across several industries, including the public sector. Our findings will change the way CIOs, CMOs, and their organizations think about EX. In this episode, Principal Analysts Dave Johnson and Sam Stern share key insights from Forrester’s EX Index and explain how it differs from other employee engagement surveys. For context on the importance of EX, listen to the episode, “125: The Employee Experience Imperative.” Click the titles below to read more: * Introducing Forrester’s Employee Experience Index * The Employee Experience Imperative

17 MINJUL 25
Comments
175: Introducing Forrester’s Employee Experience Index (R)

192: How To Wake Up From The Nightmare Of Workplace Technology Distraction

To remain competitive in a world of increasingly connected customers, businesses have turned to the latest digital technologies to improve employees’ productivity, collaboration, and connection to customers. While these investments are necessary, they often introduce a heavy price: rampant workplace distraction. Analyst Andrew Hewitt joins us in this episode explain how technology leaders and designers can begin to create a technology environment that addresses the crisis of workplace distraction — striking a better balance between connectivity and focus. Click the title below to read more: * How To Wake Up From The Nightmare Of Workplace Technology Distraction

17 MINJUL 18
Comments
192: How To Wake Up From The Nightmare Of Workplace Technology Distraction

191: Create Employee Personas To Power EX Strategy

A well-designed employee experience (EX) makes employees feel more connected to the overall organization, motivating them to invest their time and talent in doing great work. EX professionals create employee personas to guide them as they design and build new employee experiences that serve diverse needs. Forrester Analyst Angelina Gennis joins us in this episode to discuss how to take a goal-focused, research-based approach to creating employee personas. Click the title below to read more: * Create Employee Personas To Power EX Strategy

12 MINJUL 11
Comments
191: Create Employee Personas To Power EX Strategy

Latest Episodes

199: The Total Experience

Customers interacting with your company right now are forming perceptions that will determine whether they engage with you again. But do you know how those interactions shape perceptions?You’d better, if you want your design efforts to advance your business goals. It’s not enough to spot a market need, roll out innovations, and move product. You need to master the inner workings of the total experience — how people’s experiences ignite their perceptions and drive loyalty — or not. AtForrester’s CX SF 2019 event in San Francisco, we’ll dig into how perceptions shape successful innovation, growth, engagement, satisfaction, and retention — and what you can do about it. In this episode, we have a preliminary discussion of those themes. Click here to register for CX SF 2019. $500Promo Code:CXCASTSF October 17–18

18 MIN1 days ago
Comments
199: The Total Experience

198: How To Thrive On The Design And Data Science Collision

Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it’s not going well: Many companies are hurting their customers and therefore the business. So we researched how to do it right, and in this episode, Principal Analyst Andrew Hogan previews his findings. Click the title below to read more: * Data-Fueled Products: How To Thrive On The Design And Data Science Collision

23 MIN2 weeks ago
Comments
198: How To Thrive On The Design And Data Science Collision

197: How To Transition Your Voice-Of-The-Customer Vendor

CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors makes customer experience (CX) pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident in identifying technology and services partners that can meet their ever-changing needs, Senior Analyst Faith Adams offers guidance on when a change is necessary and how to transition. Click the title below to read more: * How To Transition Your Voice-Of-The-Customer Vendor

16 MIN3 weeks ago
Comments
197: How To Transition Your Voice-Of-The-Customer Vendor

196: What B2B Companies Must Learn From DTC Disruptors

A wave of so-called digitally native direct-to-consumer (DTC) startups, like Casper and Dollar Shave Club, have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their own direct strategies. But without understanding why consumers are trying these new brands and how their expectations are evolving, traditional organizations’ efforts are doomed. That same warning applies to companies whose primary “customers” are other organizations — commonly referred to as business-to-business (B2B) companies. That’s because you’re never really selling to a business; you’re selling to people who happen to work at a business. And people don’t leave their expectations behind when they come in to work. In this episode, we explore how B2B brands can — and must — design experiences to meet people’s shifting expectations of convenience, quality, and trust. Click the titles below for more on this topic: * B2B Is Also B2P (Business ...

13 MINAUG 24
Comments
196: What B2B Companies Must Learn From DTC Disruptors

195: Sense & Respond — Part Two

This is the second half of our conversation with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, in which we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it all fails if managers don’t take key steps to enable their employees to work differently. To read more on this topic, click the titles below: * Sense & Respond * How To Increase Your Firm’s Appetite For Customer Understanding * Modernize Your Customer Research * High-Impact Research: The Ingredients For An Effective UX And Design Research Practice * How To Drive Action With Your Voice Of The Customer Program

18 MINAUG 15
Comments
195: Sense & Respond — Part Two

194: Sense & Respond — Part One

In this two-part series with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it all fails if managers don’t take key steps to enable their employees to work differently. To read more on this topic, click the titles below: * Sense & Respond * Modernize Your Customer Research * High-Impact Research: The Ingredients For An Effective UX And Design Research Practice * How To Drive Action With Your Voice Of The Customer Program

18 MINAUG 9
Comments
194: Sense & Respond — Part One

193: The Ingredients For An Effective UX And Design Research Practice

To get beyond stagnating CX quality, organizations need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But even those that have managed to spread an appetite for better research often struggle. In this episode, Forrester analyst Kelly Price explains how to overcome the hurdles, so your research program achieves the impact it needs to differentiate your firm’s CX. To read more on this topic, click the title below: * High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

19 MINAUG 3
Comments
193: The Ingredients For An Effective UX And Design Research Practice

175: Introducing Forrester’s Employee Experience Index (R)

The debate about the importance of employee experience (EX) is moving into a new phase. It’s no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, across several industries, including the public sector. Our findings will change the way CIOs, CMOs, and their organizations think about EX. In this episode, Principal Analysts Dave Johnson and Sam Stern share key insights from Forrester’s EX Index and explain how it differs from other employee engagement surveys. For context on the importance of EX, listen to the episode, “125: The Employee Experience Imperative.” Click the titles below to read more: * Introducing Forrester’s Employee Experience Index * The Employee Experience Imperative

17 MINJUL 25
Comments
175: Introducing Forrester’s Employee Experience Index (R)

192: How To Wake Up From The Nightmare Of Workplace Technology Distraction

To remain competitive in a world of increasingly connected customers, businesses have turned to the latest digital technologies to improve employees’ productivity, collaboration, and connection to customers. While these investments are necessary, they often introduce a heavy price: rampant workplace distraction. Analyst Andrew Hewitt joins us in this episode explain how technology leaders and designers can begin to create a technology environment that addresses the crisis of workplace distraction — striking a better balance between connectivity and focus. Click the title below to read more: * How To Wake Up From The Nightmare Of Workplace Technology Distraction

17 MINJUL 18
Comments
192: How To Wake Up From The Nightmare Of Workplace Technology Distraction

191: Create Employee Personas To Power EX Strategy

A well-designed employee experience (EX) makes employees feel more connected to the overall organization, motivating them to invest their time and talent in doing great work. EX professionals create employee personas to guide them as they design and build new employee experiences that serve diverse needs. Forrester Analyst Angelina Gennis joins us in this episode to discuss how to take a goal-focused, research-based approach to creating employee personas. Click the title below to read more: * Create Employee Personas To Power EX Strategy

12 MINJUL 11
Comments
191: Create Employee Personas To Power EX Strategy