The CX Cast

Forrester
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The CX Cast

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.

  1. 4 DAYS AGO

    380: Journey Mapping Masterclass 2: Workshop Your Journey

    This is the second episode in a 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Joana digs into the journey map creation process, discussing the importance of planning journey mapping workshops and breaking down common challenges and best practices.

    23 min

  2. 5 NOV

    379: Journey Mapping Masterclass 1: Frame The Effort

    This is the first in a 4-episode deep-dive on journey mapping with our journey mapping expert, Joana de Quintanilha. In this episode, Joana gives an overview of the journey mapping effort, from scoping through to improving the customer experience itself.

    22 min

  3. 29 OCT

    378: Practitioner Stories: Journey Management At Prudential

    We continue our series on Prudential’s CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey management that's sensitive to stakeholder and customer mindsets.

    35 min

  4. 22 OCT

    377: How To Design Trustworthy AI Experiences

    Eighty percent of UK consumers believe that firms should always disclose when they use AI, yet only 48% believe that AI powers self-driving cars. With such a mismatch between consumer expectations and knowledge, Enza Iannopollo, Forrester Principal Analyst, joins us to discuss how to use emerging EU legislation as a foundation to build trusted AI.

    29 min

  5. 15 OCT

    376: Practitioner Stories: People-Centric CX At eBay

    CX leaders at large global organizations are developing new strategies to achieve better CX with AI while maintaining the well-being of frontline talent. Derek Allgood, Vice President of Global Customer Experience at eBay, joins us to elaborate on eBay’s CX capabilities, how he leverages a strong stakeholder network to solve CX problems at speed, and how he balances AI opportunities with care for employees.

    28 min

  6. 8 OCT

    375: Practitioner Stories: Implementing NPS At e&  

    In this episode of CX Cast, we sit down with Chris Lipman, Chief Customer Experience Officer at e&. Together, we delve into the nuances of leveraging Net Promoter Score℠ (NPS) to not only measure customer satisfaction but also drive meaningful business results.

    30 min

  7. 1 OCT

    374: Feedback Is A Touchpoint, Too

    Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for treating feedback as a customer touchpoint. Featuring: Maxie Schmidt, VP, Principal Analyst Show Notes: Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for treating feedback as a customer touchpoint. We discuss: What types of questions should brands ask customers--and which should they avoid? How do surveys reflect the relationship that brands want with their customers? What do customers want out of surveys? How can brands design better surveys? Additional Resources Why And How To Pretest Surveys With Customers Companies have our data. Why do they keep asking if we like them?

    25 min

  8. 24 SEPT

    373: CX Index Reveals Drop In Quality For European Banks

    Forrester's CX Index measures customers' perceptions of how well companies deliver customer experiences to ultimately build or sustain loyalty. It assesses CX quality based on ease, effectiveness and emotion. VP, Research Director Oliwia Berdak and Researcher Jana Gül share their analysis of 2024 CX Index performance in Europe, diving into insights that explain the scores specific to banking within and across several countries.

    35 min
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About

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.

Information

  • Creator
    Forrester
  • Years Active
    2015 - 2024
  • Episodes
    100
  • Rating
    Clean
  • Show Website
    The CX Cast

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