Forrester's CX Cast-logo

Forrester's CX Cast

Business & Economics Podcasts >

A weekly discussion with Forrester analysts highlighting new customer experience (CX) research and relevant CX topics in the news. More information at www.forrester.com. email: cxcast@forrester.com

A weekly discussion with Forrester analysts highlighting new customer experience (CX) research and relevant CX topics in the news. More information at www.forrester.com. email: cxcast@forrester.com
More Information

Location:

United States

Description:

A weekly discussion with Forrester analysts highlighting new customer experience (CX) research and relevant CX topics in the news. More information at www.forrester.com. email: cxcast@forrester.com

Language:

English


Episodes

202: Inclusive Design In Practice

10/17/2019
More
Prioritizing inclusive design helps companies win and retain more customers, break into new markets, and get employees more engaged. But what does inclusive design look like in practice? In this episode, Principal Analyst Gina Bhawalkar discusses best practices for infusing accessibility into research and design practices — a topic she’ll be covering in greater depth […] The post 202: Inclusive Design In Practice appeared first on The CX Cast ® by Forrester.

Duration:00:14:18

201: Know Your Customers’ Realities

10/11/2019
More
Perception, with all its nuances, is often misunderstood. And yet, it’s core to the very definition of “customer experience” — customers’ perceptions of their interactions with a company. In this episode, Forrester Analyst Kelly Price helps us understand the dynamics of customers’ perceptions and how to account for their complexity in structuring customer research — […] The post 201: Know Your Customers’ Realities appeared first on The CX Cast ® by Forrester.

Duration:00:11:25

200: A Retrospective Of CX/UX

10/4/2019
More
For our bicentennial, we’re reflecting on the biggest themes of the podcast. We discuss the evolution of customer and user experience practices; the greatest challenges that persist; and we lay out the strategic work that firms have yet to master. The post 200: A Retrospective Of CX/UX appeared first on The CX Cast ® by Forrester.

Duration:00:27:57

121: Five Steps To Enable Customer Experience Delivery (R)

9/27/2019
More
Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve customers. In this episode, we lay out the organizational, managerial, and technological changes that must happen to enable workers to deliver the business’ intended CX. Click the title below […] The post 121: Five Steps To Enable Customer Experience Delivery (R) appeared first on The CX Cast ® by...

Duration:00:31:31

199: The Total Experience

9/19/2019
More
Customers interacting with your company right now are forming perceptions that will determine whether they engage with you again. But do you know how those interactions shape perceptions? You’d better, if you want your design efforts to advance your business goals. It’s not enough to spot a market need, roll out innovations, and move product. You […] The post 199: The Total Experience appeared first on The CX Cast ® by Forrester.

Duration:00:18:07

181: The Inclusive Design Imperative (R)

9/12/2019
More
For most organizations, there are many more potential customers than they realize in their target market whose needs are different from those of their imagined “average” customer. Firms that design for that diversity can reach more of their target market, access new ones, avoid legal troubles, and cut costs — by shifting to inclusive design, […] The post 181: The Inclusive Design Imperative (R) appeared first on The CX Cast ® by Forrester.

Duration:00:14:51

198: How To Thrive On The Design And Data Science Collision

9/5/2019
More
Companies are starting to combine data science and design to create data-fueled products based on pattern-finding algorithms. But it’s not going well: Many companies are hurting their customers and therefore the business. So we researched how to do it right, and in this episode, Principal Analyst Andrew Hogan previews his findings. Click the title below […] The post 198: How To Thrive On The Design And Data Science Collision appeared first on The CX Cast ® by Forrester.

Duration:00:23:21

197: How To Transition Your Voice-Of-The-Customer Vendor

8/30/2019
More
CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors makes customer experience (CX) pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident […] The post 197: How To Transition Your Voice-Of-The-Customer Vendor appeared first on The CX Cast ® by Forrester.

Duration:00:16:19

196: What B2B Companies Must Learn From DTC Disruptors

8/23/2019
More
A wave of so-called digitally native direct-to-consumer (DTC) startups, like Casper and Dollar Shave Club, have burst on the scene, gaining market share and media attention. Long-standing brands are scrambling to respond with their own direct strategies. But without understanding why consumers are trying these new brands and how their expectations are evolving, traditional organizations’ […] The post 196: What B2B Companies Must Learn From DTC Disruptors appeared first on The CX Cast ® by...

Duration:00:13:39

195: Sense & Respond — Part Two

8/15/2019
More
This is the second half of our conversation with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, in which we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it […] The post 195: Sense & Respond — Part Two appeared first on The CX Cast ® by Forrester.

Duration:00:18:17

194: Sense & Respond — Part One

8/9/2019
More
In this two-part series with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it all fails if managers don’t take […] The post 194: Sense & Respond — Part One appeared first on The CX Cast ® by Forrester.

Duration:00:18:37

193: The Ingredients For An Effective UX And Design Research Practice

8/2/2019
More
To get beyond stagnating CX quality, organizations need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But even those that have managed to spread an appetite for better research often struggle. In this episode, Forrester analyst Kelly Price explains how to overcome the […] The post 193: The Ingredients For An Effective UX And Design Research Practice appeared first on The CX Cast ® by Forrester.

Duration:00:19:12

175: Introducing Forrester’s Employee Experience Index (R)

7/25/2019
More
The debate about the importance of employee experience (EX) is moving into a new phase. It’s no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, […] The post 175: Introducing Forrester’s Employee Experience Index (R) appeared first on The CX Cast ® by Forrester.

Duration:00:17:41

192: How To Wake Up From The Nightmare Of Workplace Technology Distraction

7/18/2019
More
To remain competitive in a world of increasingly connected customers, businesses have turned to the latest digital technologies to improve employees’ productivity, collaboration, and connection to customers. While these investments are necessary, they often introduce a heavy price: rampant workplace distraction. Analyst Andrew Hewitt joins us in this episode explain how technology leaders and designers […] The post 192: How To Wake Up From The Nightmare Of Workplace Technology Distraction...

Duration:00:17:21

191: Create Employee Personas To Power EX Strategy

7/11/2019
More
A well-designed employee experience (EX) makes employees feel more connected to the overall organization, motivating them to invest their time and talent in doing great work. EX professionals create employee personas to guide them as they design and build new employee experiences that serve diverse needs. Forrester Analyst Angelina Gennis joins us in this episode […] The post 191: Create Employee Personas To Power EX Strategy appeared first on The CX Cast ® by Forrester.

Duration:00:12:26

190: Introducing Forrester’s Values-Based Experience Framework

7/5/2019
More
Brands’ moral, social, and political values are now a core issue for most consumers. Unfortunately, companies lack a systematic approach to bringing their own values to life in the experiences they deliver, leading to high-profile flubs. Our values-based experience framework clarifies companies’ nine possible relationships with values. Customer experience professionals should use this framework to […] The post 190: Introducing Forrester’s Values-Based Experience Framework appeared first on...

Duration:00:23:34

189: How To Establish CX Governance

6/28/2019
More
Good CX governance facilitates the creation of great experiences. To get it right, CX pros must consider three levels of CX governance. At the top, executive-level CX steering committees make key decisions about the experience. Below that, CX pros create processes for employees like designers and project teams to follow. And at the lowest level, […] The post 189: How To Establish CX Governance appeared first on The CX Cast ® by Forrester.

Duration:00:12:46

188: How To Consistently Deliver Great CX

6/21/2019
More
Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX management means performing key activities across the six essential competencies of CX management — with discipline. In this episode, Principal Analyst Rick Parrish explains what […] The post 188: How To Consistently Deliver Great CX appeared first on The CX Cast ® by Forrester.

Duration:00:17:17

187: The ROI Of Design Thinking

6/13/2019
More
Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves under mounting pressure to show the return on their investments (ROI) in the practice. So Forrester built a Total Economic Impact™ (TEI) model to help. It quantifies the value of design […] The post 187: The ROI Of Design Thinking appeared first on The CX Cast ® by Forrester.

Duration:00:14:52

186: Radical Innovations In Airbnb’s Voice Of The Customer (VoC) Program

5/31/2019
More
Asking for honest and open feedback from customers is a no-brainer for customer-centric organizations. But structured surveys, and even open-ended text boxes, aren’t conducive to getting honest feedback from most customers. That’s why Airbnb changed the game — they enable customers to share perspective on their own terms by recording and submitting videos of themselves […] The post 186: Radical Innovations In Airbnb’s Voice Of The Customer (VoC) Program appeared first on The CX Cast ® by...

Duration:00:08:28