49 episodes

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.

The CX Cast‪®‬ Forrester

    • Management
    • 4.3 • 3 Ratings

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.

    246: Enabling Employees In A Work From Home Model

    246: Enabling Employees In A Work From Home Model

    Great customer experience (CX) and employee experience (EX) go hand in hand.  To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs.  In this episode, we are joined by Verizon’s Vice President of Sales and Service Operations, Ken Lain, to discuss his team’s work supporting 17,000+ customer service employees as many transition to a work from home model.

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    * Five Steps To Enable Customer Experience Delivery

    * Focus On Process, Technology, And Collaboration To Enhance Your Employee Enablement

    * The Five Factors That Supercharge CX Enablement



     

    • 31 min
    217: Get Digital Accessibility Right (R)

    217: Get Digital Accessibility Right (R)

    Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it’s no wonder firms are prioritizing accessibility. But it’s about more than legal risk — accessibility efforts have a long track record of yielding innovations that help all customers, a benefit commonly called the “curb cut effect.” In this episode we discuss with principal analyst, Gina Bhawalkar, about the benefits of digital accessibility and ways to get started to incorporate people with disabilities into your process to create better experiences.

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    * Get Accessibility Right: Recruit People With Disabilities Into The Design Process

    * BLOG: Get Accessibility Right: Recruit People With Disabilities Into The Process

    • 16 min
    245: Build A Strong Experience Research Practice

    245: Build A Strong Experience Research Practice

    A key element of a strong customer experience practice is experience research. However, establishing, scaling, and evolving an experience research practice is no easy task. In this episode, we are joined by Senior Analyst Kelly Price to discuss the key elements of a good research practice and hallmarks of a truly advanced practice.

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    * Establish Your Experience Research Practice

    * Scale Your Experience Research Practice

    * Evolve Your Experience Research Practice



    Have examples you’d like to share with Kelly? You can message us on LinkedIn or reach out to cxcast@forrester.com

    • 20 min
    244: A Retrospective Of The CX Cast’s Six Years

    244: A Retrospective Of The CX Cast’s Six Years

    As we approach episode 250 and the podcast’s six-year anniversary, Adele and Angelina take a look back at episodes that stuck with them over the years, great episodes for CX newbies, and the episodes that have racked up the most listens. 

    Host Picks: 

    Humanizing Customer Research (Episodes 119 & 120) –Meena Kothandaram from Twig + Fish and Bentley University’s Human Factors And Information Design (HFID) graduate program walks through her five-phase approach to customer research and talks about the importance of bringing stakeholders along.  

    The ROI of Employee Experience (Episode 206) – Forrester research breakdown the ROI model for employee experience, including implications for revenue and brand advocacy, as well as employees’ efficiency and propensity to delight customers. 

    Paying Employees For CX Is A Bad Idea (Episodes 147 & 148) – Forrester analysts Maxie Schmitt and Sam Stern discuss their research on “why paying employees for cx is a bad idea.” It’s revolutionary advice for so many companies that are automatically putting metrics like NPS into individual goals.   

    How Rogers Communications Proved Business Benefits Of A Customer-Centric Culture (Episode 113) –Trays O’Reilly from Rogers Communications talks about a test–and–learn approach, called The Hot House, that (surprisingly) CX leaders in any industry can learn from. 

     

    Great Listens For Those New To CX:

    Episode 127: Gauge Your CX Management Maturity 

    Episode 174: The Winning Way To Plan Customer Research 

    Episode 14: Better Customer Experience Measurement Surveys And Beyond 

    Episode 168: What Leading VoC Programs Get Right 

    Episode 137: Eliminate Brand & CX Dissonance 

     

    The Most Listened To Episodes: 

    Episode 187: The ROI Of Design Thinking 

    Episode 200: A Retrospective Of CX And UX 

    Episode 212: Four Ways To Deliver Value For Customers 

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

    Episode 196: What B2B Companies Must Learn From DTC Disruptors 

     

    Are you a CX expert on a topic that didn’t make the list? Reach out to cxcast@forrester.com to connect with the hosts. 

    • 22 min
    243: Merging CX Teams After An Acquisition

    243: Merging CX Teams After An Acquisition

    After a merger and acquisition, CX teams must face the realities of combining forces.  From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across both organizations.  In this episode, we are joined by Yvan Goupil, Head of Customer and Marketing Insight at Virgin Money UK, who experienced and succeeded at merging CX teams after an acquisition. He shares what worked well throughout the process, as well as some challenges they encountered.

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    * Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcome

    • 20 min
    242: Reflect Commitment To Diversity And Inclusion In Customer Experience

    242: Reflect Commitment To Diversity And Inclusion In Customer Experience

    Diversity and inclusion is being considered and displayed more and more, in organizations’ brand statements, employee experience (EX), and hiring practices. However, most organizations do not reflect those commitments in the customer experience (CX) they put out into the world. This is a big miss and a big opportunity. In this episode, we discuss with Principal Analyst, Gina Bhawalkar, how to apply the lens of inclusion throughout the product development process.

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    * The Inclusive Design Imperative: Win And Retain More Customers

    * Get Accessibility Right: Recruit People With Disabilities Into The Design Process

    • 19 min

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