The CX Cast® Forrester

It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to adapt your approach. In this episode, Senior CX Analyst Faith Adams joins us to discuss customer feedback programs, including how critical they are, how to approach them the right way, and what processes you can put in place to ensure future customer feedback program success.

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* BLOG: Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

* BLOG: Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic

Often CX and marketing teams are at odds with each other — they are working in opposites directions, ignoring each other, or squabbling over territory. Ironically, in the fracas, they missed a golden opportunity: Many of the skills that one group lacked, the other had in spades. In this episode, VP Group Director, Melissa Parrish, gives a preview of what’s to come from Forrester’s CX North America Forum.

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* Learn more about CX North America 2020 Event

* Blog: Q&A — Uniting CX And Marketing At CX North America

COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy?

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* Blog: Consumer Energy Steadies Overall, Pulses In Certain Regions

* Blog: Consumers Begin To Rekindle Their Energy Toward Brands

* Blog:  The Drop In Consumer Energy Is Decelerating

The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. In this episode, Senior Analyst, Judy Weader, shares with us different ways companies are adjusting their policies and procedures and three points that can help you get started with your company’s response to COVID-19.

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* How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

* Blog: Steps Companies Are Taking Now To Help Their Customers Through The Crisis

Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. But to lock in and sustain these benefits, you need to systematize your design measurement practice. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: How do you approach building and establishing design measurement into your design process?

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* Link coming soon: Measuring Design’s Impact: Establish, Extend, And Elevate Your Approach

* How To Scale Your Design Organization

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