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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

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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.

    347: How To Prioritize Customer Journeys

    347: How To Prioritize Customer Journeys

    You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task.

    Featuring:

    Maxie Schmidt, VP, Principal Analyst

    Joana de Quintanilha, VP, Principal Analyst

    Show Notes:

    You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task. 



    We discuss: 



    Why is it important to prioritize journeys? 

    How can CX leaders go about it? 



    What are the ideal outputs of a journey prioritization exercise? 

    What inputs do we need? 





    What mistakes should CX leaders avoid? 





    How can companies get started that aren’t very mature in their journey work? 

    How does journey prioritization fit in the larger road to increasing journey centricity maturity? 



     



    To learn more, take a look at How To Prioritize Customer Journeys | Forrester Europe 

    • 22 min.
    346: Journey Centricity At E.ON: Part 2

    346: Journey Centricity At E.ON: Part 2

    In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to examine the inner workings of journeys at E.ON.

    • 32 min.
    345: Journey Centricity At E.ON: Part 1

    345: Journey Centricity At E.ON: Part 1

    Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, about E.ON's journey with journey centricity.

    • 23 min.
    344: Scale Your CX Measurement Program

    344: Scale Your CX Measurement Program

    Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies.

    • 22 min.
    343: Demystifying Generative AI

    343: Demystifying Generative AI

    What do CX pros need to know about the promises and perils of generative AI? Forrester VP and Principal Analyst Martha Bennett explains the statistical complexity in layman’s terms and offers recent CX examples to illustrate the new paradigm.

    • 26 min.
    342: What CX Leaders Need To Know About RevOps

    342: What CX Leaders Need To Know About RevOps

    Revenue operations teams and CX teams have overlapping interests when it comes to understanding the customer and improving the buying experience. Principal Analyst Anthony McPartlin gives us an initial overview of RevOps, revealing some exciting opportunities for both functions to be stronger together.

    • 14 min.

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