Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, about E.ON's journey with journey centricity.

345: Journey Centricity At E.ON: Part 1

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.

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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.

352: Customer-Centric Culture At LinkedIn

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.

351: CX At LinkedIn with Sam Stern

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.

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

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.

349: CX Capability-Building And Activity-Tracking

Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy.

Featuring:
Gina Bhawalkar, Principal Analyst
Senem Guler Biyikli, UX Analyst
Show Notes:
Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy. 

We discuss: 

 	What’s “design for empathy”? Why does it matter? 
 	What are the challenges brands face when it comes to empathy? 
 	You discuss five best practices in your report. Can you tell us about those? 
 	Is AI going to make things better or worse here? Can AI help us design for empathy? 
 	How can brands start applying those best practices? Where should they start from? 

 

To learn more see the Forrester report, Five Best Practices To Design For Empathy In Digital Experiences.

345: Journey Centricity At E.ON: Part 1

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