The CX Cast

Customer values and behaviors have shifted and most organizations are struggling to catch up. Even the leading firms are struggling to keep up. But at least they’re playing the long-game: overhauling their business strategies, cultures, and ecosystems to align with these changing values and behaviors. In this episode, we discuss the remarkably candid business transformation stories […]

Wondering which journeys to map? Consider taking a hint from what customer experience (CX) pros have been mapping over the past couple years. Forrester analyzed more than 150 journey maps that it helped clients create in a broad range of industries over the past two years and identified some common themes in what CX pros […]

Since the start of the summer travel season, the internet has been inundated with stories about mile-long TSA security lines and unconscionable wait times at airports. While airlines, airports, and the TSA have spent plenty of time throwing the blame around, little has been done to remedy the situation. In this episode, we discuss how TSA […]

The nuts and bolts of basic CX programs are well understood — identify problems that hamper the customer’s journey, fix them, repeat. But leading firms have moved beyond this approach and play the long game, and that requires a fundamentally different set of chops. In this episode of CX Cast, VP and Research Director John […]

We discuss fast and scalable ways for customer experience (CX) professionals to shape business decisions with direct customer engagement. Click the title below to read more: Brief: Six Ways To Add Speed And Scale To Customer Insights

Structured surveys have been the workhorse of customer experience (CX) measurement programs, but often fall short in capturing real-time insights about the totality of an experience. In this episode, we speak with Paul Hagen, head of Customer Experience and Innovation Strategy at West Monroe Partners, about the evolution of voice of the customer (VoC) programs from […]

To consistently deliver great experiences, companies must align employee goals with customer metrics. To get it right, companies must make employees accountable for parts of the experience that they control. In this episode, we discuss how to empower employees to assume accountability for CX results. Click the title below to read more: How To Set […]

We speak with Forrester’s Vice President of Customer Experience, Moira Dorsey. Before taking on the challenge of improving experience for Forrester’s customers, she led the customer experience research practice. She was intimately involved as our focus moved from digital experiences, to an enterprise focus, encompassing all touchpoints and activities, as well as the culture of […]

What explains the consistent, high-quality customer-service of Japanese companies? Tune in to this episode to hear from Principal Analyst Ryan Hart as he explains Japan’s world-class “omotenashi” service culture and what CX pros around the world can learn from it to improve their own CX and customer service. Click the title below to read more: What […]

Great customer experiences don’t happen by accident — they’re a result of well-orchestrated actions among your employees and partners. But collaborating to deliver this experience can be hard, especially when your workforce is vast and distributed. Luckily, a wide variety of collaboration tools exist to simplify information sharing. Forrester Senior Analyst TJ Keitt joins us […]

Forrester’s Director of CX Research And Insights, Sarah Bloomer, joins us to discuss her work to improve the client experience inside of Forrester. Listen to how she translates client requests — like wanting more flexibility, or content that is consumable in the cracks of the day — into specific changes to Forrester’s products and services.

Customer experience pros know that they need to design emotionally compelling experiences that stand out from the crowd. But digital innovations risk being stymied by design tropes like overzealous push notifications and a predisposition towards screens. In this episode of CX Cast, we speak with Forrester analyst Andrew Hogan about what’s driving these worrying trends […]

Great customer experiences stem from a company’s deep understanding of its customers’ motivations, goals, and behavior. This understanding is fundamental to breaking the cycle of asking and receiving feedback about the status quo to learn what customers are missing in an experience. But most companies aren’t conducting the proper research to support this deeper understanding. […]

In this week’s episode of CX Cast, we are joined by Dan Brousseau, head of Forrester’s CX consulting practice to talk about the big challenges they help clients with. Dan talks through the importance of having a CX strategy, and how deciding which customers you will not serve is as important as figuring out which […]

Forrester CX Council Advisors Adele Sage and Amanda Brax return to discuss three types of Forrester reports that our clients have found to be incredibly helpful. Click the titles below to read more: How To Assess The Quality Of Your Customer Journey Maps Case Study: How Mercedes-Benz USA Fosters Customer Centricity Among All Employees Digital […]

We speak with Forrester’s CX Council advisors Adele Sage and Amanda Brax about a few of the biggest challenges that our clients face and how we help them to tackle those challenges. Click the titles below to read more: Want Great CX? Make Everyone Do Their Part Where Are You On The Path To Customer […]

Loyalty programs are often touted as discount schemes that have little impact on customer relationships. But we find that when done right, loyalty programs encourage a company’s most engaged customers to identify themselves as fans of the brands. And we have the data to prove it. In this episode, we discuss how loyalty programs affect […]

In the US, superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold true in Europe as well? To find out, we compared the revenue growth of European companies with superior customer experience to that of their direct competitors with […]

CX pros must dig beneath the thin customer-facing layers of their companies and align all stakeholders in their CX ecosystems. But gaining their cooperation is easier said than done. In this episode, we share five strategies to develop partnerships throughout the ecosystem who will enable better CX. Click the title below to read more: Getting To […]