The CX Cast

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"

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 convergent methodologies. Next week, we'll talk about 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"

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 convergent methodologies. Next week, we'll talk about 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"

We discuss our key takeaways from the Consumer Electronics Show (CES) 2019: 

1. Robots Are Eager To Help — But Aren’t Customer-Ready (Yet).

2. “Smart” Products Are Everywhere — Varying In Intelligence.

3. Google Is Catching Up In The Amazon Vs. Google Race.

4. Technology Will Disrupt The Retail Experience Far More Than It Has Already.

 

Referenced Forrester blog post:

"CES 2019 Delivers Dazzling Tech But Disappointing Experiences"

We discuss our key takeaways from the Consumer Electronics Show (CES) 2019: 

1. Robots Are Eager To Help — But Aren’t Customer-Ready (Yet).

2. “Smart” Products Are Everywhere — Varying In Intelligence.

3. Google Is Catching Up In The Amazon Vs. Google Race.

4. Technology Will Disrupt The Retail Experience Far More Than It Has Already.

 

Referenced Forrester blog post:

"CES 2019 Delivers Dazzling Tech But Disappointing Experiences"

Forrester analyst Faith Adams shares a preview of findings from her research on trends among state of the art voice of the customer (VoC) programs.

That research will be published in coming weeks. In the meantime, check out these relevant reports:

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

"Four Questions CX Pros Should Ask — But Usually Don't — When Evaluating VoC Vendors"

Forrester analyst Faith Adams shares a preview of findings from her research on trends among state of the art voice of the customer (VoC) programs.

That research will be published in coming weeks. In the meantime, check out these relevant reports:

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

"Four Questions CX Pros Should Ask — But Usually Don't — When Evaluating VoC Vendors"

This week Sam and Jenny speak with Jason Bradshaw, VW Australia's Chief Customer Officer (LinkedIn Bio). Jason is on to talk customer and employee experience, specifically topics and anecdotes from his recently published book, "It's All About C-E-X." He shares his CX origin story, starting a business differentiated on the basis of its service when he was only 14 years old, and the importance for any business of having clarity around its experience principles. We also discuss the connections between great employee and customer experience, how caring authentically for the needs of both sets of people is fundamental to firms being able to realize business returns from CX improvements.

Relevant Reading:

"Why EX? Why Now?"

"Why Paying Employees For Delivering Good CX Is A Bad Idea"

This week Sam and Jenny speak with Jason Bradshaw, VW Australia's Chief Customer Officer (LinkedIn Bio). Jason is on to talk customer and employee experience, specifically topics and anecdotes from his recently published book, "It's All About C-E-X." He shares his CX origin story, starting a business differentiated on the basis of its service when he was only 14 years old, and the importance for any business of having clarity around its experience principles. We also discuss the connections between great employee and customer experience, how caring authentically for the needs of both sets of people is fundamental to firms being able to realize business returns from CX improvements.

Relevant Reading:

"Why EX? Why Now?"

"Why Paying Employees For Delivering Good CX Is A Bad Idea"

Customers expect their experiences to keep getting better. Trouble is, they haven't — or at least not enough to keep up with those rising expectations. This has been going on for the last three years and will begin to boil over in 2019, leading to a series of systemic shocks for CX transformation efforts and turmoil for CX professionals. What happens next? A group of Forrester's top experts on customer experience came together to answer that question. In this episode, we discuss a couple of our favorite of those 5 predictions.

Referenced Forrester report:

"Predictions 2019: Customer Experience"