The CX Cast

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.

In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations challenge existing laws and can lead to fines, arrests, and prosecutions. In this episode, Forrester analysts Rick Parrish and TJ Keitt discuss a framework that CX pros can use to guide their companies' approaches to CX innovation in a world of complex regulations and fierce competition.

Link to the report: https://www.forrester.com/go?objectid=RES131544

In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations challenge existing laws and can lead to fines, arrests, and prosecutions. In this episode, Forrester analysts Rick Parrish and TJ Keitt discuss a framework that CX pros can use to guide their companies' approaches to CX innovation in a world of complex regulations and fierce competition.

Link to the report: https://www.forrester.com/go?objectid=RES131544

Customer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance to success and skip it. The solution to prevent this risky mistake: Apply technologies and techniques that more effectively integrate research into workflows. In this episode, Forrester Analyst Kelly Price discusses emerging software and techniques CX pros should adopt to conduct research faster.

Relevant Forrester Research:

"Modernize Your Customer Research"

Customer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance to success and skip it. The solution to prevent this risky mistake: Apply technologies and techniques that more effectively integrate research into workflows. In this episode, Forrester Analyst Kelly Price discusses emerging software and techniques CX pros should adopt to conduct research faster.

Relevant Forrester Research:

"Modernize Your Customer Research"

On this week’s episode VP of Training and Certifications Program, Erin Streeter joins us to talk about how the design thinking process led to a new Forrester product: Customer Experience Certification. This episode covers:

Why is the demand for certificate programs are growing?

How was the design thinking process followed to create this program?

What customer feedback was  surprising? 

What is the curriculum of a CX Certificate program?

On this week’s episode VP of Training and Certifications Program, Erin Streeter joins us to talk about how the design thinking process led to a new Forrester product: Customer Experience Certification. This episode covers:

Why is the demand for certificate programs are growing?

How was the design thinking process followed to create this program?

What customer feedback was  surprising? 

What is the curriculum of a CX Certificate program?

This episode is a continuation from last week's discussion with Amy Shioji, VP Customer Experience & Insights at USA Today Network. You'll learn:

How USA Today has structured its CX measurement program and what metrics they use.Which platforms they use to collect feedback.

How they leverage feedback to guide the design of products/features/services.

How they customize dashboards for teams across the organization.

Relevant Forrester research:

"How To Build Your Voice Of The Customer Program"

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

This episode is a continuation from last week's discussion with Amy Shioji, VP Customer Experience & Insights at USA Today Network. You'll learn:

How USA Today has structured its CX measurement program and what metrics they use.Which platforms they use to collect feedback.

How they leverage feedback to guide the design of products/features/services.

How they customize dashboards for teams across the organization.

Relevant Forrester research:

"How To Build Your Voice Of The Customer Program"

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

This week, we chat with special guest, Amy Shioji, VP Customer Experience & Insights at USA Today Network, about how they established CX as a business practice. You'll learn:

How they built their CX team and enabled employees.

How the team collaborated with the rest of the organization.

How they have fostered a customer centric-culture and explained CX to non-customer-facing employees.