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.
287: The Metaverse Means Next Gen CX
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.
286: How To Advocate Internally For DEI
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.
285: Harness Friction In Customer Journeys To Drive Emotional Engagement
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.
284: Our Take On Reichheld’s Winning On Purpose And NPS 3.0
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.
283: Amex Takes VoC To The Next Level
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.
282: Characteristics Of Culture
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.
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.