The CX Cast

CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors makes customer experience (CX) pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident in identifying technology and services partners that can meet their ever-changing needs, Senior Analyst Faith Adams offers guidance on when a change is necessary and how to transition.

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* How To Transition Your Voice-Of-The-Customer Vendor

Employee experience (EX) is becoming ever more important due to an increasingly educated workforce, incredibly low unemployment rate, pervasive AI/automation, and workplaces beset by multiple transformation initiatives. Contrary to common perception, the ROI of EX is quantifiable, and investments in EX will manifest in unexpectedly large returns. So Forrester built a Total Economic Impact™ (TEI) model to help EX practitioners make a strong business case to C-level executives for EX investments. In this episode, Forrester analyst Andrew Hewitt, and Principal Consultant for TEI Adam Schlegel, discuss how to quantify EX and the findings from the model.

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* The ROI Of EX

Employee experience (EX) is becoming ever more important due to an increasingly educated workforce, incredibly low unemployment rate, pervasive AI/automation, and workplaces beset by multiple transformation initiatives. Contrary to common perception, the ROI of EX is quantifiable, and investments in EX will manifest in unexpectedly large returns. So Forrester built a Total Economic Impact™ (TEI) model to help EX practitioners make a strong business case to C-level executives for EX investments. In this episode, Forrester analyst Andrew Hewitt, and Principal Consultant for TEI Adam Schlegel, discuss how to quantify EX and the findings from the model.

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* The ROI Of EX

Many product management teams struggle to connect design and development. The siloed model doesn’t yield high-quality software or pleasurable customer experiences. In this episode, we discuss what Forrester means by product management, how companies can do this effectively, and where we see the future of the role.

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* Adopt Product Management To Connect Design and Development

Many product management teams struggle to connect design and development. The siloed model doesn’t yield high-quality software or pleasurable customer experiences. In this episode, we discuss what Forrester means by product management, how companies can do this effectively, and where we see the future of the role.

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* Adopt Product Management To Connect Design and Development

Companies increasingly have to align their value with stakeholders for business success. The evidence is clear and strong: Data shows a company’s approach to moral, social, and political values matters to both its consumers and employees. Senior analyst, Anjali Lai, discusses this trend and how companies can live their values.

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* Live Your Values To Grow Your Business

* Gillette’s Close Shave

* Nike Makes No Sacrifices

Companies increasingly have to align their value with stakeholders for business success. The evidence is clear and strong: Data shows a company’s approach to moral, social, and political values matters to both its consumers and employees. Senior analyst, Anjali Lai, discusses this trend and how companies can live their values.

Click the titles below to learn more:

* Live Your Values To Grow Your Business

* Gillette’s Close Shave

* Nike Makes No Sacrifices

Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves under mounting pressure to show the return on their investments (ROI) in the practice. So Forrester built a Total Economic Impact™ (TEI) model to help. It quantifies the value of design thinking and empowers practitioners to form a compelling business case. In this episode, we explain what we mean by “design thinking” and overview our findings from the model. For starters, design thinking delivers an average ROI of 85%. Individual project ROIs can be even higher.

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* The ROI Of Design Thinking: Part 1, Overview

Design thinking has historically enjoyed “blind support” among executive leaders based on its perceived value. However, many of these same leaders now find themselves under mounting pressure to show the return on their investments (ROI) in the practice. So Forrester built a Total Economic Impact™ (TEI) model to help. It quantifies the value of design thinking and empowers practitioners to form a compelling business case. In this episode, we explain what we mean by “design thinking” and overview our findings from the model. For starters, design thinking delivers an average ROI of 85%. Individual project ROIs can be even higher.

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* The ROI Of Design Thinking: Part 1, Overview

Many customer experience (CX) pros believe customer success management (CSM) only applies to a subset of businesses (e.g., SaaS). This is not true. CSM’s mission — ensure the customer gets value — is important to all businesses. In this episode, Principal Analyst TJ Keitt explains the basic tenets of the discipline and how to apply them to any business.

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* Every Business Should Master Customer Success Management To Boost Customer Loyalty