The CX Cast

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.

You know that people’s experiences with your company, your products, and your services make all the difference in whether they decide to stay with you or switch to a competitor. It’s why you strive to make those experiences seamless and immersive — but that’s a tall order, which is why we’re tackling the problem head on at our Customer Experience Forum in San Francisco this year. We'll give you preview of what we're talking about, in this episode.

Register for CX SF 2018

You know that people’s experiences with your company, your products, and your services make all the difference in whether they decide to stay with you or switch to a competitor. It’s why you strive to make those experiences seamless and immersive — but that’s a tall order, which is why we’re tackling the problem head on at our Customer Experience Forum in San Francisco this year. We'll give you preview of what we're talking about, in this episode.

Register for CX SF 2018

This week, we speak with Principal Analyst Emily Collins about loyalty programs and their influence on customer experience: How to think about loyalty programs as not just transactional systems but rather as the starting point for greater engagement with some of your best customers.

Relevant Forrester Research:

"Be A Loyalty Company, Not A Company With A Loyalty Program"

"Change Is Good, Even For Loyalty Programs"

This week, we speak with Principal Analyst Emily Collins about loyalty programs and their influence on customer experience: How to think about loyalty programs as not just transactional systems but rather as the starting point for greater engagement with some of your best customers.

Relevant Forrester Research:

"Be A Loyalty Company, Not A Company With A Loyalty Program"

"Change Is Good, Even For Loyalty Programs"

In this episode, we answer the questions: What roles comprise the experience design practice; What tools and technologies do experience designers need to get the job done?

Referenced Forrester Research:

"The Forrester Tech Tide™: Experience Design, Q3 2018"

In this episode, we answer the questions: What roles comprise the experience design practice; What tools and technologies do experience designers need to get the job done?

Referenced Forrester Research:

"The Forrester Tech Tide™: Experience Design, Q3 2018"

To improve customer experience (CX), many firms seek outside help from an agency or consultancy that offers experience design (XD) services. But these XD providers often use the language and concepts of experience design to mean and create entirely different things. In this episode, Senior Analyst Andrew Hogan shares tips and tricks for identifying providers that best match your organization's needs and culture.

Referenced Forrester research:

"How To Select An Experience Design Provider, North America, 2018"

To improve customer experience (CX), many firms seek outside help from an agency or consultancy that offers experience design (XD) services. But these XD providers often use the language and concepts of experience design to mean and create entirely different things. In this episode, Senior Analyst Andrew Hogan shares tips and tricks for identifying providers that best match your organization's needs and culture.

Referenced Forrester research:

"How To Select An Experience Design Provider, North America, 2018"

Design services and the companies that provide them have changed. The changes are for the better, but these experience design (XD) providers' words and processes — whether around design thinking, interface design, service design, or product design, for example — often sound alike and blend together. In this episode, Senior Analyst Andrew Hogan clarifies the three categories of XD providers, what kinds of solutions they each specialize in, and how they work with clients.

Referenced Forrester research:

"Business Designers, North America, Q2 2018"

"Convergent Designers, North America, Q2 2018"

"Specialty Designers, North America, Q2 2018"