The CX Cast

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

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, we share key insights and explain how Forrester's EX Index differs from other employee engagement surveys.

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

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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, we share key insights and explain how Forrester's EX Index 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

Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the research they need. To find success, CX pros need to take a pragmatic approach that helps identify the problems they aim to solve, use that knowledge to select methods, and pull in the right stakeholders. Forrester has created the Customer Research Canvas — a one-page planning tool to help CX pros execute research better. In this episode, we describe the canvas, how to use it, and who should use it.

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The Winning Way To Plan Customer Research

Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the research they need. To find success, CX pros need to take a pragmatic approach that helps identify the problems they aim to solve, use that knowledge to select methods, and pull in the right stakeholders. Forrester has created the Customer Research Canvas — a one-page planning tool to help CX pros execute research better. In this episode, we describe the canvas, how to use it, and who should use it.

Click the title below to read more:

The Winning Way To Plan Customer Research

Organizations are smart to contract with an outside firm for experience design (XD) — but they often fear the partnership would sour. In this episode, we discuss common disappointments with such partnerships and we provide a few tactics that help ensure positive outcomes.

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The Fear Of Hiring XD Providers And How To Overcome It

Organizations are smart to contract with an outside firm for experience design (XD) — but they often fear the partnership would sour. In this episode, we discuss common disappointments with such partnerships and we provide a few tactics that help ensure positive outcomes.

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The Fear Of Hiring XD Providers And How To Overcome It

We explore the immense impact of values-based marketing on customers’ perceptions, and how to implement the strategy correctly.

Values-based marketing: "Giving your customers a reason to buy your product or service that isn't price, product features, or product performance, but that is instead related to a social, environmental or political value that you believe your audience holds."

Special guest: Jim Nail, Forrester Principal Analyst serving B2C marketers.

Relevant Forrester blog posts:

Super Bowl LIII Ad Themes: Dystopian Robotics And Uplifting Values

Gillette Just Admitted That It Has No Values

We explore the immense impact of values-based marketing on customers’ perceptions, and how to implement the strategy correctly.

Values-based marketing: "Giving your customers a reason to buy your product or service that isn't price, product features, or product performance, but that is instead related to a social, environmental or political value that you believe your audience holds."

Special guest: Jim Nail, Forrester Principal Analyst serving B2C marketers.

Relevant Forrester blog posts:

Super Bowl LIII Ad Themes: Dystopian Robotics And Uplifting Values

Gillette Just Admitted That It Has No Values

Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and "jobs to be done" frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent and divergent. In this episode, we overview when and how to apply divergent methodologies.

Relevant reading:

"Supercharge Your Journey Mapping"

"Executive Q&A: Reboot The Team With An Empathy Map"

"How To Map Your Customer Experience Ecosystem"

"The Journey Analytics Road Map: From Start To Scale"

"The Customer Journey Atlas In Six Steps"

"The Seven Steps Of Highly Effective Journey Mapping"