The CX Cast

Customer experience (CX) leaders who would like to become insights driven need to familiarize themselves with the different techniques that analysts and data scientists apply to data. In this episode we're joined by VP, Principal Analyst Brandon Purcell to discuss Forrester’s periodic table of insights, which highlights 20 of the most common analytical approaches for deriving insights and groups them based on the purpose of the insight. CX leaders can use it to take stock of their current analytical efforts and identify opportunities to combine existing techniques to fill gaps or amplify impact.

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Introducing Forrester's Periodic Table Of Insights

Choosing how to organize and operate a customer experience (CX) team depends on many factors, including the business's maturity, goals, structure, and culture. In this episode we're joined by Deborah Cornwell, Senior Vice President of Customer Experience at Assurant, to discuss how they've structured their CX team in a large, decentralized organization.

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Evaluate Your Customer Experience Function's Maturity

Establish The Right CX Governance To Coordinate Enterprise Customer Focus

B2B2C Journey Mapping: Mapping The End-Customer Experience

The precise definition and composition of a customer experience (CX) strategy has proven elusive for many business leaders. Getting it right is essential, though, as the CX strategy plots how a business will execute on its CX vision, helping it achieve its business goals. In this episode we're joined by Principal Analyst TJ Keitt to discuss CX strategy creation's prerequisites, core components, and key considerations.

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CX Strategy Essentials

The Forrester CX Strategy Development Template

The Forrester CX Strategy Assessment Tool

Companies that put the customer at the center of their leadership, strategy, and operations enjoy stronger revenue growth, more satisfied customers, and more engaged employees than their competitors. And customer-obsessed firms can better pivot in response to market shocks like the pandemic. In this episode we're joined by VP, Principal Analyst Shar VonBoskirk to discuss customer obsession and how to use it to create a strategy that will make your business thrive.

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Customer Obsession Explained

The Intelligent Approach To Growth

The State Of Customer Obsession

Is Customer Obsession Worth It?

High-functioning customer experience (CX) teams don't treat CX as a standalone function, rather they determine what they can do themselves and what requires internal and external partnerships. In this episode we're joined by Executive Partner and Senior Analyst Su Doyle to discuss collaboration and growth strategies for customer experience leaders, from who to work with and how to align with their goals to utilizing customer understanding to drive growth for the organization.

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Leverage Five Collaboration Strategies To Power CX Transformation

Building empathy with your customers is vital, particularly when your audience is part of the 'silver tsunami' of a rapidly growing ageing population. In this episode we're joined by Archie Dey, Director of Consumer Experience and Insights at SCAN Health Plan to discuss how they listen to and empathize with their customers, from trainings to member listening programs, as they continue to live their mission of keeping seniors healthy and independent.

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Illuminate The Customer Experience With Customer Insights

Benchmark Customer Journeys To Drive Emotional Engagement

To know what good customer journeys look like — and to benchmark them — customer experience (CX) pros need to understand how to design for emotion. This requires gaining a more granular understanding of how emotions impact CX and discrete customer journeys, going beyond simply delight. In this episode we're joined by VP, Principal Analyst Joana de Quintanilha to discuss how to design for emotions and understand the emotional makeup of journeys.

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Benchmarking Customer Journeys To Drive Emotional Engagement

As issues of gender equality, racial justice, and discrimination across the diversity spectrum hit the headlines, organizations are struggling to respond to customers, employees, and other stakeholders. In this episode, we discuss with Principal Analyst, Katy Tynan, about how having a diverse workforce is both a competitive advantage and table stakes for values-based consumers and employees.

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The Business Of Belonging

C-level leaders know they are on the hook for an anywhere-work strategy beyond the pandemic. A striking 75% of CEOs surveyed expect their office spaces to shrink. But many aren't sure what benefits they can expect from such a bold move nor do they know how to succeed.  In this episode we're joined by VP, Principal Analyst J.P. Gownder to discuss the advantages of supporting anywhere work, from talent recruitment and retention, employee experience, technology readiness, and culture that are worth emulating.

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Don't Miss Your Anywhere Work Opportunity

Data ethics and diversity, equity, and inclusion (DEI) are increasingly critical issues for organizations. In research conducted for our Forrester Wave™ evaluation of customer database and engagement agencies, we uncovered an important mandate for CMOs: The convergence of these two practices is central to a brand's customer engagement strategy.  In this episode we're joined by VP, Principal Analyst Fatemeh Khatibloo and Researcher Nick Monroe, PhD to discuss why the convergence of data ethics and DEI matters and how CMOs can accelerate this critical new path.

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Everyone Benefits When Data Ethics And Diversity, Equity, And Inclusion (DEI) Converge