189 episodes
The CX Cast® Forrester
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- Business
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4.7 • 35 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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306: How To Fit The Role Of CMO
What makes a CMO right-fit for the role, and effective as an individual? VP and Principal Analyst Shar VanBoskirk returns to the Cast to discuss what makes CMOs strategic and collaborative.
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305: Customer Obsession Matters For CX Quality
How can companies be truly customer obsessed? And what impact can that have on customer experience, ROI, and beyond? VP and Principal Analyst Shar VanBoskirk joins for a thorough examination into the concept and practice of customer obsession.
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304: Why You Can’t Create Value For Customers
How do you provide value to your customers if you can’t create it? VP Principal Analyst Maxie Schmidt is back on the cast this week to discuss the meaning of the value network, and how you can leverage this create the best possible experience for your customers.
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303: We Try Out Our Own Culture Research
The CX Cast’s very own co-host, Angelina Gennis, chats with Martin about her research into how to define, assess, and change organizational culture.
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302: Privacy & CX
How do you optimize CX in a new era of privacy? Forrester Principal Analyst Enza Iannopollo discusses the risks and concerns associated with sharing personal data.
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301 – Practitioner Stories: Embedding CX Design at Avangrid
Energy company Avangrid and UX research and design firm Blink return to discuss the role of design in creating quality experiences at Avangrid. Forrester Senior Analyst AJ Joplin guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.
Customer Reviews
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)!
If you're in customer experience, this is for you.
Nice summary of customer experience topics and issues each week.