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. 1 NGÀY TRƯỚC

    385: Practitioner Stories: Designing Human-Centric AI Experiences At Phillips Healthcare

    Philips Healthcare is at the forefront of a dynamic market. Telemedicine, the lasting impact of the pandemic, the aging population, consumer access to healthcare data, and other factors are challenging old business models. Tina Lilje, Global Head of CX at Phillips Healthcare joins us to share how she and her team are embracing AI to enhance CX.

    29 phút

  2. 10 THG 12

    384: How Fujitsu Europe Scaled Its CX Transformation

    Ben Phillips, Head of Fujitsu Europe’s Customer Experience Performance Center, joins the CX Cast to share how Fujitsu Europe has scaled its CX program in a complex, account-driven B2B services organization.

    46 phút

  3. 3 THG 12

    383: Practitioner Stories: Verizon’s CX In The AI Revolution 

    As Verizon consumer group’s first-ever Chief Customer Experience Officer, Brian Higgins accomplished a lot in just over a year. He joins the CX Cast to discuss his strategy to deliver best-in-class experiences across all consumer touch points while more efficiently serving customers.

    28 phút

  4. 26 THG 11

    382: Journey Mapping Masterclass 4: Drive Gains From Journey Mapping

    This is the final episode in our 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana delve into the final stages of journey mapping: focusing on demonstrating short-term wins and consolidating improvements. Joana highlights the importance of turning journey maps into dynamic tools that evolve over time and drive action.

    29 phút

  5. 19 THG 11

    381: Journey Mapping Masterclass 3: Validate The Journey

    This is the third episode in a 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana discuss how to validate your journey map and gain stakeholder buy-in. Next week, we’ll conclude by diving into how we use these journey maps to drive and implement change in the business.

    19 phút

  6. 12 THG 11

    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 phút

  7. 5 THG 11

    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 phút

  8. 29 THG 10

    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 phút
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4,8
/5
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Giới Thiệu

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.

Thông Tin

  • Nhà sáng tạo
    Forrester
  • Năm hoạt động
    2015 - 2024
  • Tập
    100
  • Xếp hạng
    Sạch
  • Trang web chương trình
    The CX Cast

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