The CX Cast

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.

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* The Inclusive Design Imperative: Win And Retain More Customers

* Mismatch: How Inclusion Shapes Design

The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But consumers aren't ready for it yet — your workforce is. XR's adoption among consumers remains low, and its use cases are narrow. In the workplace, however, it's a different story. In this episode, we explain how customer experience (CX) pros can use XR now to: 1) better enable employees to deliver good CX; 2) improve employee and B2B customer experiences; and 3) prepare to deploy XR to consumers in the future.

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The Extended Reality Opportunity Today: Your Employees

The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But consumers aren't ready for it yet — your workforce is. XR's adoption among consumers remains low, and its use cases are narrow. In the workplace, however, it's a different story. In this episode, we explain how customer experience (CX) pros can use XR now to: 1) better enable employees to deliver good CX; 2) improve employee and B2B customer experiences; and 3) prepare to deploy XR to consumers in the future.

Click the title below to read more:

The Extended Reality Opportunity Today: Your Employees

Angelina's research focuses on customer-centric culture and CX transformations. In this episode, she shares some preliminary findings from her current research on how the role of CX-practice leaders has shifted, and what it takes to maintain C-suite support. 

Prior to joining Forrester's CX research team, Angelina was an experience strategist at Publicis Sapient, where she worked on a broad range of project types, including business-case pitches, strategy framework development, brand work, journey and persona building, service design, and road mapping. And before that, she was a researcher at the Massachusetts Institute of Technology AgeLab, where she published research on empathy training as well as generational differences in relationships with professionals.

We are very excited to have her on the team! And we think you should be too, because her upcoming research will answer pressing questions.

Angelina's full biography: https://www.forrester.com/Angelina-Gennis

Angelina's research focuses on customer-centric culture and CX transformations. In this episode, she shares some preliminary findings from her current research on how the role of CX-practice leaders has shifted, and what it takes to maintain C-suite support. 

Prior to joining Forrester's CX research team, Angelina was an experience strategist at Publicis Sapient, where she worked on a broad range of project types, including business-case pitches, strategy framework development, brand work, journey and persona building, service design, and road mapping. And before that, she was a researcher at the Massachusetts Institute of Technology AgeLab, where she published research on empathy training as well as generational differences in relationships with professionals.

We are very excited to have her on the team! And we think you should be too, because her upcoming research will answer pressing questions.

Angelina's full biography: https://www.forrester.com/Angelina-Gennis

Customer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms have overlooked the most important component: emotion. In this episode, we discuss the technologies and approaches to employee training that help customer service organizations improve emotional connection.

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Use Emotion To Beat Customer Service Stagnation

Customer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms have overlooked the most important component: emotion. In this episode, we discuss the technologies and approaches to employee training that help customer service organizations improve emotional connection.

Click the title below to read more:

Use Emotion To Beat Customer Service Stagnation

Forrester's customer experience (CX) research team published more than 100 reports in 2018. We pulled our most important CX findings — across a range of topics — out of those reports and highlighted them in one place. In this episode, we share the very most important findings.

In the full report, linked below, we share an additional six critical research findings from 2018. We also provide links to the original reports for CX professionals who want to dive more deeply into topics of interest.

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Forrester's Top Customer Experience Research Findings Of 2018

Forrester's customer experience (CX) research team published more than 100 reports in 2018. We pulled our most important CX findings — across a range of topics — out of those reports and highlighted them in one place. In this episode, we share the very most important findings.

In the full report, linked below, we share an additional six critical research findings from 2018. We also provide links to the original reports for CX professionals who want to dive more deeply into topics of interest.

Click the title below to read more:

Forrester's Top Customer Experience Research Findings Of 2018

Leading companies recognize that to maintain a differentiated CX advantage over their competitors, they must do more than incrementally fix and improve existing experiences. Companies gunning to capture more market share or create new markets must innovate just like a startup — and that begins with identifying and developing a new business model. In this episode, we discuss how various business models impact innovation and customer experience, for better or worse.

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Innovate Your Business Model To Drive A CX Advantage