The CX Cast

CX pros are used to focusing on the customer, often using tools like personas and workshops to create stellar customer experiences. This week, Forrester Senior Analyst Su Doyle makes the case for using those same strategies to prove CX value internally.

Responsible design — design that aligns with a company’s brand purpose, values, and commitments — is a powerful tool for earning trust. Forrester Principal Analyst Gina Bhawalkar joins us for a discussion on what responsible design is and why brands should embrace it.

Many brands sell products through retailers. Forrester Senior Analyst Michelle Beeson joins the CX Cast this week to discuss how, now that we care more than ever about the customer experience, the brand and retailer partnership is more important than ever.

The right approach to building a journey atlas will ensure the resulting product is insightful and actionable. Susan McNulty, consultant in CX transformation, has worked in CX leadership roles across several industries. She offers her experiences and practical, easy-to-follow expertise on the journey atlas creation process.

Organizations rely on voice-of-the-customer (VoC) measurement teams to collect and share insights and metrics that drive employee and partner actions. Unfortunately, VoC programs tend to be neglected or misunderstood within organizations. Senior Analyst Colleen Fazio, who helps Forrester customers build VoC and customer experience (CX) measurement programs, joins the CX Cast to discuss challenges and opportunities facing VoC programs and how they should evolve.

Journey -centricity leads to higher revenue, reduced costs, and better customer experience. VP, Principal Analyst Joana de Quintanilha joins the CX Cast this week to share the importance of journey centricity and how it can help organizations foster customer obsession.

How can CX and EX coexist in an organization? Can the right relationship between CX and EX management have a magnifying effect? Martin and Angelina talk through the model for shared management of (or collaboration between) CX and EX, with considerations for different existing organizational structures.

By 2050, your website could be a wasteland. VP and Principal Analyst Julie Ask joins the CX Cast this week to discuss how your current website must evolve to meet customer needs, and what this means for your CX strategy.

Brands today can reach consumers on more than 300 digital touchpoints, and that number is growing quickly. VP, Principal Analyst Julie Ask joins the CX Cast this week to discuss the complexity of the consumer digital touchpoint landscape, and how companies must navigate this to build a strong CX strategy.

Less than half of global CX leaders can prove the ROI of their CX initiatives. Rusty Warner joins the CX Cast to share the insights from his CX EMEA keynote, “How To Embrace Customer Lifetime Value.” He reveals how leading CX teams that demonstrate clear business value will be stronger than ever.