The CX Cast

From CEOs to entry-level employees, people rely on digital tools at work — tools that are mostly inadequate or even terrible in terms of user experience (UX).  These enterprise UX problems cause their companies to waste time, undermine vital transformations, underserve customers, and risk dangerous mistakes. In this episode, we're joined by Principal Analyst Andrew Hogan to discuss the root causes of this design debt, and how design and UX leaders can drive change to overcome it.

Click the titles below for more on this topic:

Design For Work: Boost Productivity And Satisfaction By Transforming Enterprise UX

We Analyzed The Adobe, Google, And IBM Design Systems (So You Don't Have To) For The Best Ways To Improve Enterprise UX

Why Citi's $500 Million Mistake Is Really A Design Debt Interest Payment

Must  Employees Keep Enduring Bad UX? 

Have examples you’d like to share with Andrew? You can reach him on LinkedIn or via email at [email protected]. Or reach out to the podcast at [email protected].

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.

Click the titles below for more on this topic:

Benchmarking Customer Journeys To Drive Emotional Engagement

Many organizations struggle to define their customer experience (CX) vision, from where to begin and what to include, to how to act on it. In this episode, co-host and analyst Angelina Gennis discusses her latest research on how to create a unique CX vision to guide transformation.

Aim framework: authentic, inspiring, mobilizing

Click the titles below for more on this topic:

Your CX Vision: How To Create A Customer Experience Vision To Guide Transformation

Evolving an organization's culture towards greater customer centricity is complex work, requiring careful prioritization. In this episode we're joined by Chief Experience Officer of Blue Cross and Blue Shield of Kansas City (Blue KC), Gratia Carver, to discuss her team's approach to evolving culture and the important role measurement plays.

Click the titles below for more on this topic:

Elevate And Scale Your CX Measurement Program

Evolve Your Culture Work Practice

How Customer Experience Drives Business Growth, 2020

As companies strive towards more diversity, equity, and inclusion, they may turn to their measurement and VoC programs to assess the inclusivity of their current experiences. However, the data from those programs is often itself incredibly biased. In this episode we’re joined by VP, Principal Analyst Maxie Schmidt to discuss how to measure and analyze data to identify biases.

Click the titles below for more on this topic:

* How To Measure Value For Customers

* Three Imperatives For Advanced Measurement Programs

Have examples you’d like to share with Maxie? You can message us on LinkedIn or reach out to [email protected].

As companies strive towards more diversity, equity, and inclusion, they may turn to their measurement and VoC programs to assess the inclusivity of their current experiences. However, the data from those programs is often itself incredibly biased. In this episode we're joined by VP, Principal Analyst Maxie Schmidt to discuss how to measure and analyze data to identify biases.

Click the titles below for more on this topic:

How To Measure Value For Customers

Three Imperatives For Advanced Measurement Programs

Have examples you'd like to share with Maxie? You can message us on LinkedIn or reach out to [email protected].

Great customer experience (CX) and employee experience (EX) go hand in hand.  To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs.  In this episode, we are joined by Verizon’s Vice President of Sales and Service Operations, Ken Lain, to discuss his team’s work supporting 17,000+ customer service employees as many transition to a work from home model.

Click the titles below for more on this topic:

* Five Steps To Enable Customer Experience Delivery

* Focus On Process, Technology, And Collaboration To Enhance Your Employee Enablement

* The Five Factors That Supercharge CX Enablement

 

Great customer experience (CX) and employee experience (EX) go hand in hand.  To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs.  In this episode, we are joined by Verizon's Vice President of Sales and Service Operations, Ken Lain, to discuss his team's work supporting 17,000+ customer service employees as many transition to a work from home model.

Click the titles below for more on this topic:

Five Steps To Enable Customer Experience Delivery

Focus On Process, Technology, And Collaboration To Enhance Your Employee Enablement

The Five Factors That Supercharge CX Enablement

Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it’s no wonder firms are prioritizing accessibility. But it’s about more than legal risk — accessibility efforts have a long track record of yielding innovations that help all customers, a benefit commonly called the “curb cut effect.” In this episode we discuss with principal analyst, Gina Bhawalkar, about the benefits of digital accessibility and ways to get started to incorporate people with disabilities into your process to create better experiences.

Click the titles below for more on this topic:

* Get Accessibility Right: Recruit People With Disabilities Into The Design Process

* BLOG: Get Accessibility Right: Recruit People With Disabilities Into The Process

Companies faced over 2,200 lawsuits in 2019 for failing to make their digital properties accessible, so it's no wonder firms are prioritizing accessibility. But it's about more than legal risk — accessibility efforts have a long track record of yielding innovations that help all customers, a benefit commonly called the "curb cut effect." In this episode we discuss with principal analyst, Gina Bhawalkar, about the benefits of digital accessibility and ways to get started to incorporate people with disabilities into your process to create better experiences.

Click the titles below for more on this topic:

Get Accessibility Right: Recruit People With Disabilities Into The Design Process

BLOG: Get Accessibility Right: Recruit People With Disabilities Into The Process