Forrester researcher Nick Monroe discusses what it means to be an advocate for diversity, equity and inclusion (DEI) practices, whether as a senior leader, or an individual contributor. He draws on his academic research and experience leading company-wide DEI events and discussions. CX Cast producer Wes Patterson joins us.

VP, Principal Analyst Joana de Quintanilha joins to explain why too little friction in the customer journey can be bad for business - and even the customer. Learn more in her Forrester blog post.

Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld.

Luis Angel-Lalanne, VP of Customer Voice at American Express, shares his organization's journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action.

Angelina describes the frameworks of two different Forrester reports - The Four Characteristics Of Organizational Culture and Make Culture An Agent Of Change. She gives examples of purpose, behavioral norms, rituals, and artifacts so CX and EX leaders can observe their cultures, as well as harness cultural strengths during organizational change.

Meet Colleen Fazio, Senior Analyst, who leads Forrester research on voice of the customer (VoC). In this episode, Colleen highlights today's biggest topics in VoC management, including how the convergence between the contact center and CX is an opportunity to leverage data, engage employees, and improve the customer experience.

Learn more about Colleen and her upcoming research on Forrester.com

Do your diversity, equity, and inclusion (DEI) efforts extend to the customer? Forrester Principal Analyst Gina Bhawalkar and UX Researcher Senem Guler Biyikli point out that most organizations lack a formal, rigorous practice for building inclusion into the design process. They offer examples of language that we may not realize is problematic, and dive into tactics to consider all dimensions of diversity when designing.

See the Forrester report for expert guidance on this topic:

Words Matter: Inclusive Experiences Start With Inclusive Language

Co-hosted by Angelina Gennis and Andrew Hogan

Produced by Wesley Patterson

Introducing our new co-host, Principal Analyst Andrew Hogan, who brings design expertise, as well as curiosity for general CX management. Andrew talks about how he applies design thinking to everything he interacts with, and how this always-on perspective helps in solving business problems. He introduces the breadth of his research coverage. Love the preview? Let us know where you'd like Andrew to go in-depth by emailing [email protected] - we love hearing from our listeners!

To learn more from Andrew:

The $162 Billion Design Industry Won't Stop Growing (Public blog)

Designing For Confidence In 2021 (Public blog)

Must Employees Keep Enduring Bad UX? (Public blog)

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)

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)