The CX Cast

Continuing our series on Forrester's CX Priorities, VP and Principal Analyst Brandon Purcell lays out how business leaders can collect and use data across the business to impact customers.

Martin and Angelina kick off a series of episodes focused on priorities for leaders to achieve CX transformation. Forrester senior analyst Judy Weader describes the importance of setting up a CX function that brings value back to the business.

Every year, Forrester shares predictions for CX that are grounded in existing data and emergent trends. Forrester VP and Research Director Rick Parrish shares our 2023 predictions, with illustration through insights and examples.

The CX Cast returns with episodes dropping every Tuesday! Angelina and Martin host a seemingly endless array of CX experts who dive deep into the research and distill big insights into clear and direct actions.

Customer service agents and frontline workers embody a brand and its values to customers. However, there’s an inherent risk, given the growing complexity of service interactions and the supporting technology, that bias creeps into frontline interactions and negatively impacts both customers and brands. Principal Analyst Max Ball discusses the idea of empathy and other attributes when looking at the future of contact centers.

To learn more, see Max Ball's Cancel the "Cost Center" Culture in Customer Service blog post.

Consumers, and European consumers in particular, increasingly expect brands to protect the environment. In fact, there’s no “one size fits all” approach when it comes to green consumers. This podcast with VP, Principal Analyst Thomas Husson helps teams understand the different attitudes and behaviors of green consumers around the globe in order to better engage “super-green” consumers and help them solve the green consumer paradox.

To learn more, see Thomas's The New Green Consumer blog post, highlighting more of our recent research on the topic.

Consider the perfect customer experience without the unfriendly limitations of the physical environment. The metaverse could offer this. VP, Principal Analyst David Truog returns to explain the state of the metaverse and what it means for the future of CX.

To learn more, see David’s Ten Principles For Designing The Metaverse blog post, which links to several Forrester reports about the metaverse.

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.