100 episodes
The CX Cast Forrester
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- News
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4.8 • 50 Ratings
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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.
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359: Systems Thinking For CX: Collaboration And Productivity
Principles of systems thinking expand our view on how to transform experiences and support the employees that deliver those experiences. Forrester VP and Principal Analyst J. P. Gownder shares his research on productivity and collaboration and how his systems thinking approach reveals implications for the customer experience.
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358: Generative AI And Search Product Discovery
Search can make or break your digital experience, but how much do you really know about search vendors, the choices you can make, and how search really impacts customer loyalty? Forrester Principal Analyst Emily Pfeiffer joins us to share some insights into what CX leaders should know about commerce search.
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357: Everybody Needs A Journey Atlas
A journey atlas (also known as a catalog of journeys) helps companies establish and sustain a shared customer-centric language across silos. It creates a strategic, bird’s-eye view of what matters to customers to help companies prioritize, assign responsibility, collaborate, and find shared value across journeys.
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356: Enabling Frontline Employees Through Technology And Process Innovations
Frontline workers have an obvious role in the customer experience, but frontline work has changed a lot in the last five years. VP, Principal Analyst J. P. Gownder discusses the headwinds frontline workers face and the role that leaders need to embrace to be forward-thinking in how they drive effectiveness.
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355: CX At Majid Al Futtaim
Emirati holding company Majid al Futtaim won Forrester’s first-ever Customer Obsession Enterprise Award in 2023. Grégoire Charpe-Civatte, VP of CX and Innovation, joins the CX Cast this week to discuss how the CX team embeds CX into the firm's strategy and drives action across the organization.
Featuring:
Grégoire Charpe-Civatte, VP of CX and Innovation at Majid al Futtaim
Show notes:
Emirati holding company Majid al Futtaim won Forrester’s first-ever Customer Obsession Enterprise Award in 2023. CX At Majid Al Futtaim
We discuss:
How do you make CX resonate in very different businesses?
What’s happened since Majid al Futtaim won our CX award last year, and what’s top of mind now?
How are you scaling for innovation?
What’s next? How are you using AI? -
354: Getting Stakeholder Buy-in For Customer Research
How can you get stakeholders engaged in your CX research program? Forrester analyst Senem Biyikli combines her research expertise with practitioner interviews to offer best practices.
Customer Reviews
Almost There…
Love this podcast! Great information and insights and the Forrester speakers are polished and well-spoken. However, the audio quality is mediocre at best. Audio isn’t properly normalized, especially from episode-to-episode and mic quality runs the gamut of bathroom + laptop mic acoustics to professional quality recording equipment. You’re almost there, but please don’t neglect the listening experience of your audience!
Great insights
I always learn something from the episodes and I really appreciate the expertise from the guests.
Awesome show, highly recommend!
Jenny, Sam and their guests provide some incredibly actionable and compelling content on how to effectively grow your business through world-class CX.
Highly recommend listening and subscribing to The CX Cast if you want the knowledge AND mindsets to build a brand customers flock to (and reach your overall business goals as a result)!