The CX Cast

This is the second half of our conversation with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, in which we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it all fails if managers don’t take key steps to enable their employees to work differently.

To read more on this topic, click the titles below:

* Sense & Respond

* How To Increase Your Firm’s Appetite For Customer Understanding

* Modernize Your Customer Research

* High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

* How To Drive Action With Your Voice Of The Customer Program

In this two-part series with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it all fails if managers don’t take key steps to enable their employees to work differently.

To read more on this topic, click the titles below:

* Sense & Respond

* Modernize Your Customer Research

* High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

* How To Drive Action With Your Voice Of The Customer Program

In this two-part series with Jeff Gothelf, co-author of both Lean UX and Sense & Respond, we discuss: what it means for organizations to gather and respond to feedback in realtime, why that even matters, how employees will have to work differently to support that model, and how it all fails if managers don’t take key steps to enable their employees to work differently.

To read more on this topic, click the titles below:

* Sense & Respond

* Modernize Your Customer Research

* High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

* How To Drive Action With Your Voice Of The Customer Program

To get beyond stagnating CX quality, organizations need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But even those that have managed to spread an appetite for better research often struggle. In this episode, Forrester analyst Kelly Price explains how to overcome the hurdles, so your research program achieves the impact it needs to differentiate your firm’s CX.

To read more on this topic, click the title below:

* High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

To get beyond stagnating CX quality, organizations need to modernize how they do customer research — using it to guide better tactical and strategic decisions across the firm. But even those that have managed to spread an appetite for better research often struggle. In this episode, Forrester analyst Kelly Price explains how to overcome the hurdles, so your research program achieves the impact it needs to differentiate your firm’s CX.

To read more on this topic, click the title below:

* High-Impact Research: The Ingredients For An Effective UX And Design Research Practice

The debate about the importance of employee experience (EX) is moving into a new phase. It’s no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, across several industries, including the public sector. Our findings will change the way CIOs, CMOs, and their organizations think about EX. In this episode, Principal Analysts Dave Johnson and Sam Stern share key insights from Forrester’s EX Index and explain how it differs from other employee engagement surveys.

For context on the importance of EX, listen to the episode, “125: The Employee Experience Imperative.”

Click the titles below to read more:

* Introducing Forrester’s Employee Experience Index

* The Employee Experience Imperative

The debate about the importance of employee experience (EX) is moving into a new phase. It’s no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, across several industries, including the public sector. Our findings will change the way CIOs, CMOs, and their organizations think about EX. In this episode, Principal Analysts Dave Johnson and Sam Stern share key insights from Forrester’s EX Index and explain how it differs from other employee engagement surveys.

For context on the importance of EX, listen to the episode, “125: The Employee Experience Imperative.”

Click the titles below to read more:

* Introducing Forrester’s Employee Experience Index

* The Employee Experience Imperative

To remain competitive in a world of increasingly connected customers, businesses have turned to the latest digital technologies to improve employees’ productivity, collaboration, and connection to customers. While these investments are necessary, they often introduce a heavy price: rampant workplace distraction. Analyst Andrew Hewitt joins us in this episode explain how technology leaders and designers can begin to create a technology environment that addresses the crisis of workplace distraction — striking a better balance between connectivity and focus.

Click the title below to read more:

* How To Wake Up From The Nightmare Of Workplace Technology Distraction

To remain competitive in a world of increasingly connected customers, businesses have turned to the latest digital technologies to improve employees’ productivity, collaboration, and connection to customers. While these investments are necessary, they often introduce a heavy price: rampant workplace distraction. Analyst Andrew Hewitt joins us in this episode explain how technology leaders and designers can begin to create a technology environment that addresses the crisis of workplace distraction — striking a better balance between connectivity and focus.

Click the title below to read more:

* How To Wake Up From The Nightmare Of Workplace Technology Distraction

A well-designed employee experience (EX) makes employees feel more connected to the overall organization, motivating them to invest their time and talent in doing great work. EX professionals create employee personas to guide them as they design and build new employee experiences that serve diverse needs. Forrester Analyst Angelina Gennis joins us in this episode to discuss how to take a goal-focused, research-based approach to creating employee personas.

Click the title below to read more:

* Create Employee Personas To Power EX Strategy