100 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

    • News
    • 4.8 • 50 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.

    354: Getting Stakeholder Buy-in For Customer Research

    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.

    • 17 min
    353: CX4IT

    353: CX4IT

    Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT organizations and why it matters. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT.  

    Featuring:

    Gordon Barnett, Principal Analyst

    Show Notes:

    Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT organizations and why it matters. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT.  



    We discuss: 



    Who are the “customers” in CX4IT? 

    Is there a specific definition of CX when it comes to IT offerings? 

    What are the benefits of CX4IT? 

    Do CX pros partner with IT to make CX4IT happen, or is this an opportunity space? 

    Does best-in-class CX4IT look the same in every organization? 

    How can CX pros approach the IT org to inspire change? 



    Read The Tech Executive’s Guide To CX4IT to learn more. 

    • 24 min
    352: Customer-Centric Culture At LinkedIn

    352: Customer-Centric Culture At LinkedIn

    Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offers his perspective as a former Forrester analyst-turned-practitioner.

    • 16 min
    351: CX At LinkedIn with Sam Stern

    351: CX At LinkedIn with Sam Stern

    Sam Stern, founding CX Cast host, returns to the podcast to share his experiences as Senior Manager of CX at LinkedIn. Sam and Angelina talk about the importance of maintaining trust and confidence by improving customer experiences.

    • 17 min
    350: CX, Customer Success, And Marketing Together At B2B Summit

    350: CX, Customer Success, And Marketing Together At B2B Summit

    It’s time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forrester’s B2B Summit, diving into insights shared on orchestrating comprehensive buyer and customer experiences. 

    • 16 min
    349: CX Capability-Building And Activity-Tracking

    349: CX Capability-Building And Activity-Tracking

    CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward.



    Featuring:

    Su Doyle, Sr Analyst

    AJ Joplin, Sr Analyst

    Show Notes:

    CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward.



    We discuss: 



    How can we identify the capabilities a CX team needs to achieve its unique goals? 

    What is the impact of using a standard tool, built on market research, to support decision-making? 

    CX doesn't own everything — and sometimes owns nothing. How can CX teams be orchestrators of CX activities?



     For more, see The Forrester CX Capability Inventory and CX Activity Maps. 

    • 22 min

Customer Reviews

4.8 out of 5
50 Ratings

50 Ratings

XSTeknique ,

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!

christophtrappe ,

Great insights

I always learn something from the episodes and I really appreciate the expertise from the guests.

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)!

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