The CX Cast

A lot of companies are focused on customer journeys and we all know why journeys matter. However many companies struggle to assess whether journeys are successful for the customer and the company. How well does each journey perform? Does it deliver value to customers? Does it meet short-term and long-term organizational goals?

In this episode, we discuss with VP Principal Analyst Joana Quintanilha, about the journey measurement framework she created with VP Principal Analyst Maxie Schmidt where it quantifies journey performance by defining end-of journey success metrics and in-journey signals that predict journey success.

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* BLOG: Measure And Predict Journey Performance: The New And Right Way

* The Journey Measurement Framework: Assess And Predict Journey Performance

* The Journey Measurement Framework Applied In B2C And B2B

Employee experience is more important than ever right now as it has an impact on customer experience. However, most companies still rely on annual snapshots of employee engagement from traditional surveys. These insights are often stale by the time you’ve analyzed the data. In this episode, we discuss with VP Principal Analyst Joana Quintanilha, about what is it right now that makes employee journey mapping so important, why it matters to map employee journeys, how it can benefit companies and how it differs from customer journey mapping.

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* The EX Transformation Workhorse: Employee Journey Mapping

* Create Employee Personas To Power EX Strategy

Employee experience is more important than ever right now as it has an impact on customer experience. However, most companies still rely on annual snapshots of employee engagement from traditional surveys. These insights are often stale by the time you’ve analyzed the data. In this episode, we discuss with VP Principal Analyst Joana Quintanilha, about what is it right now that makes employee journey mapping so important, why it matters to map employee journeys, how it can benefit companies and how it differs from customer journey mapping.

Click the titles below for more on this topic:

* The EX Transformation Workhorse: Employee Journey Mapping

* Create Employee Personas To Power EX Strategy

Judy’s research focuses on prioritization, the return on investment of customer experience, and culture. In this episode, she talks about her past experiences as a Principal Advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. We also discuss her time at Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise.

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* Keys To Implementing A B2B Customer Experience Program

* A Snapshot of B2B CX Programs

* Predictions 2020: Customer Experience

Judy’s research focuses on prioritization, the return on investment of customer experience, and culture. In this episode, she talks about her past experiences as a Principal Advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. We also discuss her time at Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise.

Click the titles below for more on this topic:

* Keys To Implementing A B2B Customer Experience Program

* A Snapshot of B2B CX Programs

* Predictions 2020: Customer Experience

Brands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide customer value.

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* Value For Customers: The Four Dimensions That Matter

Brands who create value for customers get business value in return. However, many customer experience (CX) professionals fail to identify and deliver the right value to customers. In this episode we discuss with Forrester principal analysts, Maxie Schmidt and Shar VanBoskirk, about the definition of value and their framework on how to think and provide customer value.

Click the titles below for more on this topic:

* Value For Customers: The Four Dimensions That Matter

Five years and 209 episodes later, we say goodbye to Sam Stern as he makes the move from The CX Cast co-host to a CX practitioner and listener. In Sam’s last episode, we discuss his time at Forrester, key lessons learned, and both what he looks forward to and what challenges he anticipates as a CX leader. We look forward to his return as a guest!

Five years and 209 episodes later, we say goodbye to Sam Stern as he makes the move from The CX Cast co-host to a CX practitioner and listener. In Sam’s last episode, we discuss his time at Forrester, key lessons learned, and both what he looks forward to and what challenges he anticipates as a CX leader. We look forward to his return as a guest!

For our bicentennial, we’re reflecting on the biggest themes of the podcast. We discuss the evolution of customer and user experience practices; the greatest challenges that persist; and we lay out the strategic work that firms have yet to master.