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

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.

    211: So long, farewell, auf Wiedersehen, Sam

    211: So long, farewell, auf Wiedersehen, Sam

    Five years and 209 episodes later, we say goodbye to Sam Stern as he makes the move from The CX Cast co-host to a CX practitioner and listener. In Sam’s last episode, we discuss his time at Forrester, key lessons learned, and both what he looks forward to and what challenges he anticipates as a CX leader. We look forward to his return as a guest!

    • 9 min
    200: A Retrospective Of CX/UX (R)

    200: A Retrospective Of CX/UX (R)

    For our bicentennial, we’re reflecting on the biggest themes of the podcast. We discuss the evolution of customer and user experience practices; the greatest challenges that persist; and we lay out the strategic work that firms have yet to master.

    • 27 min
    196: What B2B Companies Must Learn From DTC Disruptors (R)

    196: What B2B Companies Must Learn From DTC Disruptors (R)

    A wave of so-called digitally native direct-to-consumer (DTC) startups, like Casper and Dollar Shave Club, have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their own direct strategies. But without understanding why consumers are trying these new brands and how their expectations are evolving, traditional organizations’ efforts are doomed. That same warning applies to companies whose primary “customers” are other organizations — commonly referred to as business-to-business (B2B) companies. That’s because you’re never really selling to a business; you’re selling to people who happen to work at a business. And people don’t leave their expectations behind when they come in to work.

    In this episode, we explore how B2B brands can — and must — design experiences to meet people’s shifting expectations of convenience, quality, and trust.

    Click the titles below for more on this topic:



    * B2B Is Also B2P (Business To Person) — An episode on Forrester’s What It Means podcast

    * Changing Expectations Fuel Direct-To-Consumer Disruption

    • 13 min
    209: State Of CX Teams In 2019

    209: State Of CX Teams In 2019

    This year Forrester fielded a survey to hundreds of customer experience (CX) professionals across the globe. We received feedback on what CX professionals are responsible for, where they report in their organizations, the size of their budgets and much more. In this episode, Forrester analyst Angelina Gennis discusses the data and trends for the state of CX teams.

    • 12 min
    208: Unleash your employees’ potential to innovate

    208: Unleash your employees’ potential to innovate

    Companies strive to innovate but their attempts often fizzle. Two root causes of this failure are 1) lack of organizational buy-in for the innovation function and 2) a company culture that puts too much of the risk on the shoulders of individual employees. In this episode, we discuss the best practices for CX Pros and their colleagues to apply in order to ideate, incubate, and launch winning innovations.

    Click the title below to read more:



    * [Video] Create Experiences Rooted In Customer Needs, Not Technology

    • 17 min
    207: Predictions 2020 | All About Proving Business Results

    207: Predictions 2020 | All About Proving Business Results

    When it comes to customer experience (CX) predictions, there’s an elephant in the room that’s dominating our thinking this year: money. Why? Because proving that CX delivers business results has turned into a career-defining issue for people who work in this field. Unfortunately, many CX professionals who can’t tie experiences to dollars will find themselves in the unemployment line. In this episode, Harley Manning, VP Research Director, joins us to discuss Forrester’s CX predictions for 2020.

    Click the titles below to read more:



    * Predictions 2020: For CX, It’s All About Proving Business Results

    * Predictions 2020: Customer Experience

    • 13 min

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