44 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 • 30 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.

    278: Is CX In Europe Different?

    278: Is CX In Europe Different?

    Forrester VP and Research Director Martin Gill explains how customer preferences in Europe are different than in the US, how European organizations may have different objectives, but CX management best practices remain consistent, globally.

    To learn more, check out Martin’s blog:

    European Organizations Are Underinvesting In Customer Experience (public)

     

    • 19 min
    277: Designing Chatbots Part 2

    277: Designing Chatbots Part 2

    VP, Principal Analyst David Truog returns to offer more basic knowledge on designing chatbots, including conversational design best practices. Most chatbots disappoint, often because organizations focus too heavily on the technology and not enough on the design work. But this miniseries can help you direct efforts to build the right chatbot (or improve an existing one) with appropriate scope.

    Click the titles below for more on this topic:



    * Most Chatbots Disappoint – Here’s How To Make Them Better (public blog)

    * Design Better Chatbots (Forrester report)

    * Design Who Your Chatbot Is (Forrester report)

    * Design What Your Chatbot Does (Forrester report)

    • 22 min
    276: 2022 CX Predictions

    276: 2022 CX Predictions

    In 2022, brands will look to their customer experience (CX) teams to help them navigate their way through the pandemic by adjusting to a new normal and managing customer expectations and emotions around impending and ongoing product shortages. This doesn’t mean that CX teams’ responsibility will grow across the board. Instead, companies and their CX teams will target their efforts, focusing on specific areas where they can have the most impact: accessibility and privacy.

    Click the titles below for more on this topic:



    * Predictions 2022: Customer Experience

    * Forrester’s full Predictions 2022

    • 15 min
    275: The Right Performance Management Matters For EX And CX!

    275: The Right Performance Management Matters For EX And CX!

    Improving employee performance is a critical goal for execs, yet many still rely on traditional HR-led practices of performance management that are rarely fit for purpose for today’s workforce. While leaders realize they can’t “command and control” their employees into better performance, they seldom change the process central to the problem: the way they manage and reward performance (including customer-centric behaviors). In this episode we’re joined by Principal Analyst Betsy Summers to discuss how leaders must create a practice that reflects their organizational values, culture, and KPIs..

    Read Betsy’s full report here: A Performance Management Evolution Is Critical For Employee And Employer Success

    • 20 min
    274: Customer Experience For CMOs – Championing CX

    274: Customer Experience For CMOs – Championing CX

    Customer experience (CX) is a CMO imperative because CMOs who champion CX can ensure that brand is infused throughout the customer lifecycle. But championing CX requires understanding the relationship between CX and brand, as well as an understanding of CX management to play an effective role in improving the customer experience. In this episode, we’re joined by co-host and Senior Analyst Angelina Gennis to discuss the opportunity for aligning CX and brand and how CMOs should take a leadership role to ensure that the customer experience is rooted in the brand promise, values, and personality.

    Click the titles below for more on this topic:



    * Research Overview: Championing CX

    * Five Ways To Ensure Deep Collaboration Between Marketing And Customer Experience 

    • 11 min
    273: Customer Experience At NASA

    273: Customer Experience At NASA

    Hearing and enacting customer needs can be challenging in a federal IT environment with specific cybersecurity and privacy regulations, and with a customer base spanning 60,000 employees plus external partners.  In this episode, we’re joined by NASA Customer Experience Lead Luis Bares to discuss the role of the CIO organization at NASA, his journey to his current role, and what CX transformation looks like at NASA.

    Click the titles below for more on this topic:



    * A Three-Step Approach To Jump-Starting CX Transformation In Government

    * The Five Essential Steps To Plan Your CX Transformation



     

    • 26 min

Customer Reviews

4.7 out of 5
30 Ratings

30 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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