The CX Cast

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

Brands’ moral, social, and political values are now a core issue for most consumers. Unfortunately, companies lack a systematic approach to bringing their own values to life in the experiences they deliver, leading to high-profile flubs. Our values-based experience framework clarifies companies’ nine possible relationships with values. Customer experience professionals should use this framework to determine where their companies currently stand on values, so they can decide how to evolve their approach. Forrester VP, Principal Analyst Rick Parrish joins us in this episode to introduce the framework and discuss its implications.

Click the title below to read more:

* Introducing Forrester’s Values-Based Experience Framework

Brands’ moral, social, and political values are now a core issue for most consumers. Unfortunately, companies lack a systematic approach to bringing their own values to life in the experiences they deliver, leading to high-profile flubs. Our values-based experience framework clarifies companies’ nine possible relationships with values. Customer experience professionals should use this framework to determine where their companies currently stand on values, so they can decide how to evolve their approach. Forrester VP, Principal Analyst Rick Parrish joins us in this episode to introduce the framework and discuss its implications.

Click the title below to read more:

* Introducing Forrester’s Values-Based Experience Framework

Good CX governance facilitates the creation of great experiences. To get it right, CX pros must consider three levels of CX governance. At the top, executive-level CX steering committees make key decisions about the experience. Below that, CX pros create processes for employees like designers and project teams to follow. And at the lowest level, companies standardize parts of the experience to consistently deliver experience excellence. But setting up and steering a governance program is tough work and rarely do we see organizations do it well. In this episode, we speak with Forrester CX Council Senior Advisor, Greg Barber, who with his previous employer, successfully rolled out a governance practice and in his current role at Forrester, advises CX leaders on how to set up solid governance within their own organizations.

Click the titles below to read more:

* CX Governance That Enables Great Experience Delivery

* Case Study: How Sage Software North America Built Tools And Governance To Improve CX

Good CX governance facilitates the creation of great experiences. To get it right, CX pros must consider three levels of CX governance. At the top, executive-level CX steering committees make key decisions about the experience. Below that, CX pros create processes for employees like designers and project teams to follow. And at the lowest level, companies standardize parts of the experience to consistently deliver experience excellence. But setting up and steering a governance program is tough work and rarely do we see organizations do it well. In this episode, we speak with Forrester CX Council Senior Advisor, Greg Barber, who with his previous employer, successfully rolled out a governance practice and in his current role at Forrester, advises CX leaders on how to set up solid governance within their own organizations.

Click the titles below to read more:

* CX Governance That Enables Great Experience Delivery

* Case Study: How Sage Software North America Built Tools And Governance To Improve CX

Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX management means performing key activities across the six essential competencies of CX management — with discipline. In this episode, Principal Analyst Rick Parrish explains what it takes to master CX management and whether that’s even the right strategy for your organization.

* Gauge Your CX Management Maturity

* The State Of CX Management Maturity, 2018

* The CX Transformation Playbook

Organizations that want to provide great customer experience (CX) reliably must master CX management because even a track record of high-quality CX is no guarantee it will continue. Mature CX management means performing key activities across the six essential competencies of CX management — with discipline. In this episode, Principal Analyst Rick Parrish explains what it takes to master CX management and whether that’s even the right strategy for your organization.

* Gauge Your CX Management Maturity

* The State Of CX Management Maturity, 2018

* The CX Transformation Playbook

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.

Click the title below to read more:

* 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.

Click the title below to read more:

* The ROI Of Design Thinking: Part 1, Overview

Asking for honest and open feedback from customers is a no-brainer for customer-centric organizations. But structured surveys, and even open-ended text boxes, aren’t conducive to getting honest feedback from most customers. That’s why Airbnb changed the game — they enable customers to share perspective on their own terms by recording and submitting videos of themselves within the app, as if they were talking directly to someone at Airbnb. It’s been a boon to both Airbnb and its customers. In this episode, Raj Sivasubramanian, Customer Experience Insights Manager at Airbnb, previews their structured approach to incorporating video feedback.

Listeners who will be joining us at Forrester’s CX NYC forum on June 11–12 can look forward to hearing the full story and actionable insights from Raj on the main stage.

Click here to register.

$500 promo code: CXCASTNYC