The CX Cast

COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy?

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* Blog: Consumer Energy Steadies Overall, Pulses In Certain Regions

* Blog: Consumers Begin To Rekindle Their Energy Toward Brands

* Blog:  The Drop In Consumer Energy Is Decelerating

COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester's Consumer Energy Index, and helps answer the question: How can being in tune with your customers' emotions positively change your brand's strategy?

Click the titles below for more on this topic:

Blog: Consumer Energy Steadies Overall, Pulses In Certain Regions

Blog: Consumers Begin To Rekindle Their Energy Toward Brands

Blog:  The Drop In Consumer Energy Is Decelerating

COVID-19 concerns are dominating in-person customer experiences as businesses reopen their doors. Businesses must attempt to ease concerns by improving and clearly communicating safety measures. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are some of the key findings in this research and what we are seeing that’s evolving in customer behaviors.

Click the titles below for more on this topic:

* Redesign Physical Spaces Now In Response To COVID-19

COVID-19 concerns are dominating in-person customer experiences as businesses reopen their doors. Businesses must attempt to ease concerns by improving and clearly communicating safety measures. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are some of the key findings in this research and what we are seeing that's evolving in customer behaviors.

Click the titles below for more on this topic:

Redesign Physical Spaces Now In Response To COVID-19

Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers’ experiences with digital touchpoints, from apps to websites to Alexa skills. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are the digital CX and design trends to look out for this year.

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* Digital CX And Design Trends, 2020

Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers' experiences with digital touchpoints, from apps to websites to Alexa skills. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are the digital CX and design trends to look out for this year.

Click the titles below for more on this topic:

Digital CX And Design Trends, 2020

As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020.

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* The US Customer Experience Index, 2020

As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week's episode, we discuss this year's Forrester CX Index results and how are companies' customer experiences doing going into 2020.

Click the titles below for more on this topic:

The US Customer Experience Index, 2020

Right now, businesses are showing their character as they respond to unprecedented change in near real time. In this episode, we discuss with Senior Analyst Amit Bhatia, about how companies can prioritize what changes to make to their strategy in response to the pandemic.

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* A Framework For Helping Customers In Crisis

Right now, businesses are showing their character as they respond to unprecedented change in near real time. In this episode, we discuss with Senior Analyst Amit Bhatia, about how companies can prioritize what changes to make to their strategy in response to the pandemic.

Click the titles below for more on this topic:

A Framework For Helping Customers In Crisis