The CX Cast‪®‬ Forrester

Consider the perfect customer experience without the unfriendly limitations of the physical environment. The metaverse could offer this. VP, Principal Analyst David Truog returns to explain the state of the metaverse and what it means for the future of CX.

To learn more, see David’s Ten Principles For Designing The Metaverse blog post, which links to several Forrester reports about the metaverse.

Forrester researcher Nick Monroe discusses what it means to be an advocate for diversity, equity and inclusion (DEI) practices, whether as a senior leader, or an individual contributor. He draws on his academic research and experience leading company-wide DEI events and discussions. CX Cast producer Wes Patterson joins us.

VP, Principal Analyst Joana de Quintanilha joins to explain why too little friction in the customer journey can be bad for business – and even the customer. Learn more in her Forrester blog post.

Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld.

Luis Angel-Lalanne, VP of Customer Voice at American Express, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action.

Angelina describes the frameworks of two different Forrester reports – The Four Characteristics Of Organizational Culture and Make Culture An Agent Of Change. She gives examples of purpose, behavioral norms, rituals, and artifacts so CX and EX leaders can observe their cultures, as well as harness cultural strengths during organizational change.