The CX Cast

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"

We discuss the major CX developments of 2018 and what you should know for the year ahead.

CX quality stagnated.

Employee Experience (EX) emerged as a critical business imperative.

Experience Design (XD) functions sprouted within organizations.

Physical/digital interactions failed.

Relevant Forrester blog posts:

"There Are No Clear CX Leaders Among US Brands — For The Third Year In A Row"

"If You’re Not Prioritizing Employee Experience Improvement, You’re Doing It Wrong"

"The 19 Essential Technologies Of Experience Design Are Ready For Prime Time"

"Can Emerging Technologies Turn The "Seamless Experience" Unicorn Into A Reality?"

We discuss the major CX developments of 2018 and what you should know for the year ahead.

CX quality stagnated.

Employee Experience (EX) emerged as a critical business imperative.

Experience Design (XD) functions sprouted within organizations.

Physical/digital interactions failed.

Relevant Forrester blog posts:

"There Are No Clear CX Leaders Among US Brands — For The Third Year In A Row"

"If You’re Not Prioritizing Employee Experience Improvement, You’re Doing It Wrong"

"The 19 Essential Technologies Of Experience Design Are Ready For Prime Time"

"Can Emerging Technologies Turn The "Seamless Experience" Unicorn Into A Reality?"

Through a combination of tactical quick wins and strategic transformations, organizations can apply the concepts of behavioral science to improve experiences. In this way, firms can look out for their customers' best interests while also generating value for their organization. In this episode, we introduce 4 key behavioral science concepts and several examples of how companies are using them to design better experiences.

Referenced Forrester research:

"Guide Your Customers To Better Experiences With Behavioral Science"

Through a combination of tactical quick wins and strategic transformations, organizations can apply the concepts of behavioral science to improve experiences. In this way, firms can look out for their customers' best interests while also generating value for their organization. In this episode, we introduce 4 key behavioral science concepts and several examples of how companies are using them to design better experiences.

Referenced Forrester research:

"Guide Your Customers To Better Experiences With Behavioral Science"

Everyone's talking about voice interactions. But this emerging human-digital interaction modality isn't as "intuitive" as it sounds for people. In this episode, we explore new human factors to consider, and how companies can augment their approach to the Empathize and Define stages of the design thinking process to create successful voice experiences.

Relevant research:

“Q&A: Why Emerging Technologies Require Interaction Design”

“Real Conversational Interfaces”

Everyone's talking about voice interactions. But this emerging human-digital interaction modality isn't as "intuitive" as it sounds for people. In this episode, we explore new human factors to consider, and how companies can augment their approach to the Empathize and Define stages of the design thinking process to create successful voice experiences.

Relevant research:

“Q&A: Why Emerging Technologies Require Interaction Design”

“Real Conversational Interfaces”

In this episode, we chat with Principal Analyst Emily Collins about customers' expectations for loyalty programs and how companies are designing them to foster multidimensional customer relationships.

This is a sequel to episode 154.

Relevant Forrester research:

How Consumers Really Feel About Loyalty Programs

The Psychology Of Points

In this episode, we chat with Principal Analyst Emily Collins about customers' expectations for loyalty programs and how companies are designing them to foster multidimensional customer relationships.

This is a sequel to episode 154.

Relevant Forrester research:

How Consumers Really Feel About Loyalty Programs

The Psychology Of Points

Prior to joining Forrester's CX research team, Karine spent more than 10 years as a practitioner in service design and UX. Most recently, she shaped the service design practice at Mobgen (part of Accenture Interactive). In this episode, Karine shares her perspective on the intersection of Service Design, UX and CX. And there's a good nugget in there about the value of sharing data across silos — and enabling them with the right tools to do so. Karine is based in Amsterdam, Netherlands.