The CX Cast

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

Daimler Trucks North America is two years deep into their CX transformation. Kristi Langdon, Head of Customer Experience, joins us to discuss how they got started, what they’ve accomplished, what’s next, and how they’re prepared to stay on track.

Listeners who will be joining us at Forrester’s CX NYC forum can look forward to hearing the full story and practical insights from Kristi on the main stage.

Click here to register.

$500 Promo Code: CXCASTNYC

June 11–12

Daimler Trucks North America is two years deep into their CX transformation. Kristi Langdon, Head of Customer Experience, joins us to discuss how they got started, what they’ve accomplished, what’s next, and how they’re prepared to stay on track.

Listeners who will be joining us at Forrester’s CX NYC forum can look forward to hearing the full story and practical insights from Kristi on the main stage.

Click here to register.

$500 Promo Code: CXCASTNYC

June 11–12

The race is on. Customer expectations vs. CX innovations. The vast majority of organizations haven’t been able to keep up with, let alone surpass, customer expectations for years now. Forrester VP, Research Director, Harley Manning explains the types of radical innovation that organizations will need to win — a preview of what’s to come from Forrester’s CX NYC 2019 forum.

Click here to register.

$500 Promo Code: CXCASTNYC

June 11–12

The race is on. Customer expectations vs. CX innovations. The vast majority of organizations haven’t been able to keep up with, let alone surpass, customer expectations for years now. Forrester VP, Research Director, Harley Manning explains the types of radical innovation that organizations will need to win — a preview of what’s to come from Forrester’s CX NYC 2019 forum.

Click here to register.

$500 Promo Code: CXCASTNYC

June 11–12

Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, CX pros and their organizations can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. In a recent report, Forrester outlined nine trends illustrating this 2019 shift that organizations seeking to improve their customers’ experiences must know — and get ahead of. In this episode, Senior Analyst Andrew Hogan previews some of those trends.

Click the title below to read all nine trends:

* Digital CX Trends, 2019

New website for The CX Cast™:

* www.thecxcast.com

 

Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, CX pros and their organizations can no longer take a touchpoint-by-touchpoint, feature-focused approach. Instead, they are compelled at last to adopt human-centered experience design. In a recent report, Forrester outlined nine trends illustrating this 2019 shift that organizations seeking to improve their customers’ experiences must know — and get ahead of. In this episode, Senior Analyst Andrew Hogan previews some of those trends.

Click the title below to read all nine trends:

* Digital CX Trends, 2019

New website for The CX Cast™:

* www.thecxcast.com

 

The robots are coming for your jobs — not universally true. The robots are coming to make your jobs easier — also not universally true. Organizations must take a proactive stance toward integrating robots and AI into their existing employee ecosystem. Otherwise, they will fail to maximize their investments in technology and will alienate their human employees in the balance. In this episode, Principal Analysts J.P. Gownder and Sam Stern explain critical elements for designing new experiences that account for what humans and technology are best suited to work on.

Click the titles below to read more:

* Start Designing The Future Human-Machine Workplace Now

* Automation, AI, And Robotics Aren’t Quick Wins

* Evoke Trust With Explainable AI

* The Ethics Of AI: How To Avoid Harmful Bias And Discrimination

The robots are coming for your jobs — not universally true. The robots are coming to make your jobs easier — also not universally true. Organizations must take a proactive stance toward integrating robots and AI into their existing employee ecosystem. Otherwise, they will fail to maximize their investments in technology and will alienate their human employees in the balance. In this episode, Principal Analysts J.P. Gownder and Sam Stern explain critical elements for designing new experiences that account for what humans and technology are best suited to work on.

Click the titles below to read more:

* Start Designing The Future Human-Machine Workplace Now

* Automation, AI, And Robotics Aren’t Quick Wins

* Evoke Trust With Explainable AI

* The Ethics Of AI: How To Avoid Harmful Bias And Discrimination

For most organizations, there are many more potential customers than they realize in their target market whose needs are different from those of their imagined “average” customer. Firms that design for that diversity can reach more of their target market, access new ones, avoid legal troubles, and cut costs — by shifting to inclusive design, which Forrester defines as: “Designing experiences that are effective, easy, and emotionally positive for all customers in a target market by factoring in its variations in age, ability, language, culture, gender, and other traits.” In this episode, Principal Analyst Gina Bhawalkar explains how leading firms have established and benefited from inclusive design practices.

Click the titles below to read more:

* The Inclusive Design Imperative: Win And Retain More Customers

* Mismatch: How Inclusion Shapes Design