47 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

    • Business
    • 4.7 • 27 Ratings

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.

    254: Uncovering Insights From CX Leaders

    254: Uncovering Insights From CX Leaders

    In this episode, we’re joined by VP, Research Director Harley Manning to discuss a recent internal research effort to better understand the needs of Forrester clients.  Iterative interviews with about 40 senior CX leaders helped to uncover what they’re working on, what data and insights they’re missing, and more.

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    * Introducing Forrester Decisions

    • 31 min
    243: Merging CX Teams After An Acquisition (R)

    243: Merging CX Teams After An Acquisition (R)

    * After a merger and acquisition, CX teams must face the realities of combining forces.  From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across both organizations.  In this episode, we are joined by Yvan Goupil, Head of Customer and Marketing Insight at Virgin Money UK, who experienced and succeeded at merging CX teams after an acquisition. He shares what worked well throughout the process, as well as some challenges they encountered.

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    * Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcome

    • 20 min
    220: Five Best Practices For Measuring Business Impact Of Design (R)

    220: Five Best Practices For Measuring Business Impact Of Design (R)

    Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: What steps can companies take to measure the business impact of experience design? The complexity of this topic and wealth of examples led to a long episode, so we’ve included an episode guide to the key discussion points below:



    * 00:00: Why do you need to measure the impact of design?

    * 8:30: What hinders measurement efforts today, and what is “metric phobia”?

    * 11:00: How can organizations overcome measurement hurdles today?

    * 14:30: What are the five best practices to create a design measurement plan?

    * 25:00: What about creating an ROI model?



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    * Research Overview: The Design Revolution

    * How To Scale Your Design Organization

    * When Companies Question The Value Of Design – Alan Cooper

    • 28 min
    253: Agile And Design Teams — Better Together

    253: Agile And Design Teams — Better Together

    Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don’t rely on the same workflow, artifacts, or ceremonies — and often struggle to find common ground as a result. In this episode, we’re joined by Senior Analyst Karine Cardona-Smits to discuss how designers can better understand their role in and the value of agile frameworks, allowing the two worlds to join forces to create better products together.

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    * Agile And Design Teams — Better Together

    • 16 min
    252: How To Measure Value For Customer

    252: How To Measure Value For Customer

    Organizations don’t typically know how customers derive value and which value drivers matter most. Instead, they measure value using flawed proxies. They also collect data about value in different parts of the organization, at different cadences, and using different tools, making it hard to assemble a complete picture of the value that customers derive. In this episode, we’re joined by VP, Principal Analyst Maxie Schmidt to discuss how to overcome these challenges and measure true value for customers.

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    * How To Measure Value For Customer



    Have examples you’d like to share with Maxie? Reach out to the podcast at cxcast@forrester.com. 

    • 16 min
    251: Design For Work — Boost Productivity And Satisfaction By Transforming Enterprise UX

    251: Design For Work — Boost Productivity And Satisfaction By Transforming Enterprise UX

    From CEOs to entry-level employees, people rely on digital tools at work — tools that are mostly inadequate or even terrible in terms of user experience (UX).  These enterprise UX problems cause their companies to waste time, undermine vital transformations, underserve customers, and risk dangerous mistakes. In this episode, we’re joined by Principal Analyst Andrew Hogan to discuss the root causes of this design debt, and how design and UX leaders can drive change to overcome it.

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    * Design For Work: Boost Productivity And Satisfaction By Transforming Enterprise UX

    * We Analyzed The Adobe, Google, And IBM Design Systems (So You Don’t Have To) For The Best Ways To Improve Enterprise UX

    * Why Citi’s $500 Million Mistake Is Really A Design Debt Interest Payment

    * Must  Employees Keep Enduring Bad UX? 



    Have examples you’d like to share with Andrew? You can reach him on LinkedIn or via email at ahogan@forrester.com. Or reach out to the podcast at cxcast@forrester.com. 

    • 21 min

Customer Reviews

4.7 out of 5
27 Ratings

27 Ratings

J. Barshop ,

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)!

ssjonesy ,

If you're in customer experience, this is for you.

Nice summary of customer experience topics and issues each week.

Scrambled Editor ,

CX-tastic

Fun and educational!

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