50 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
    • 5.0, 2 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.

    228: A Framework For Helping Customers In Crisis

    228: A Framework For Helping Customers In Crisis

    Right now, businesses are showing their character as they respond to unprecedented change in near real time. In this episode, we discuss with Senior Analyst Amit Bhatia, about how companies can prioritize what changes to make to their strategy in response to the pandemic.

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    * A Framework For Helping Customers In Crisis

    • 20 min
    227: The Customer Experience Index, 2020

    227: The Customer Experience Index, 2020

    As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020.

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    * The US Customer Experience Index, 2020

    • 17 min
    226: Part 2: How To Gain Organization-Wide Support For Innovation | Guest: Mark Johnson

    226: Part 2: How To Gain Organization-Wide Support For Innovation | Guest: Mark Johnson

    Successful innovation requires that key stakeholders and teams help transform ideas into action. On this week’s episode we continue our conversation with Mark Johnson, co-founder and senior partner at Innosight, and discuss how teams successfully implement changes, get executives on board and avoid the common pitfalls with innovation efforts.

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    * Lead From The Future: How To Turn Visionary Thinking Into Breakthrough Growth

    • 15 min
    225: Part 1: How To Drive Breakthrough Innovation | Guest: Mark Johnson

    225: Part 1: How To Drive Breakthrough Innovation | Guest: Mark Johnson

    Mark Johnson, co-founder and senior partner at Innosight, shares his thinking about innovation behind his book Lead From The Future: How To Turn Visionary Thinking Into Breakthrough Growth. In this episode, we discuss how to drive breakthrough innovation; from framing the effort to balancing the future vision with the current state.

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    * Lead From The Future: How To Turn Visionary Thinking Into Breakthrough Growth

    • 25 min
    219: Evaluate And Adjust Your VoC Program To During COVID-19 (R)

    219: Evaluate And Adjust Your VoC Program To During COVID-19 (R)

    It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to adapt your approach. In this episode, Senior CX Analyst Faith Adams joins us to discuss customer feedback programs, including how critical they are, how to approach them the right way, and what processes you can put in place to ensure future customer feedback program success.

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    * BLOG: Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

    * BLOG: Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic

    • 21 min
    224: Bringing CX And Marketing Together At CX North America

    224: Bringing CX And Marketing Together At CX North America

    Often CX and marketing teams are at odds with each other — they are working in opposites directions, ignoring each other, or squabbling over territory. Ironically, in the fracas, they missed a golden opportunity: Many of the skills that one group lacked, the other had in spades. In this episode, VP Group Director, Melissa Parrish, gives a preview of what’s to come from Forrester’s CX North America Forum.

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    * Learn more about CX North America 2020 Event

    * Blog: Q&A — Uniting CX And Marketing At CX North America

    • 17 min

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