The CX Cast

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"

Jaap Wilms is back for another conversation, this time talking to us about what he's learned about how to create a high-functioning NPS program, one that is responsive to local needs, but also that has consistency across geographies. Topics covered include how to ensure consistency of surveys and reporting, integration of data, and then using local colleagues to make it relevant for each country. Jaap also talks about how to select the right people to manage NPS program, people with a passion for telling the story of the data, rather than someone with data expertise who can't tell an engaging story.

Links:

The Right CX Metric

Learn more about Jaap and his work.

Jaap Wilms is back for another conversation, this time talking to us about what he's learned about how to create a high-functioning NPS program, one that is responsive to local needs, but also that has consistency across geographies. Topics covered include how to ensure consistency of surveys and reporting, integration of data, and then using local colleagues to make it relevant for each country. Jaap also talks about how to select the right people to manage NPS program, people with a passion for telling the story of the data, rather than someone with data expertise who can't tell an engaging story.

Links:

The Right CX Metric

Learn more about Jaap and his work.

Jaap Wilms, a CX expert based in Netherlands, shares his perspective on how to use data and customer feedback to tell stories that get employees to pay attention to CX. We also talk about the pros and cons of Net Promoter Score, and the importance of having a discussion around why we are asking customers for feedback, not just obsessing over the scores.

Links:

The infographic

The Right CX Metric

Learn more about Jaap and his work

 

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

Jaap Wilms, a CX expert based in Netherlands, shares his perspective on how to use data and customer feedback to tell stories that get employees to pay attention to CX. We also talk about the pros and cons of Net Promoter Score, and the importance of having a discussion around why we are asking customers for feedback, not just obsessing over the scores.

Links:

The infographic

The Right CX Metric

Learn more about Jaap and his work

 

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

In the previous episode, we explained why it is a mistake to pay employees for delivering better customer experiences (CX). In this episode, Forrester analysts Maxie Schmidt and Sam Stern share best practices for motivating employees to deliver great CX without monetary incentives.

Referenced Forrester research:"Why Paying Employees For Delivering Good CX Is A Bad Idea" (http://bit.ly/2LkcTok)

In the previous episode, we explained why it is a mistake to pay employees for delivering better customer experiences (CX). In this episode, Forrester analysts Maxie Schmidt and Sam Stern share best practices for motivating employees to deliver great CX without monetary incentives.

Referenced Forrester research:"Why Paying Employees For Delivering Good CX Is A Bad Idea" (http://bit.ly/2LkcTok)

It is a mistake to pay employees for delivering better customer experiences (CX). In this episode, Forrester analysts Maxie Schmidt and Sam Stern explain why.

Referenced Forrester research:

"Why Paying Employees For Delivering Good CX Is A Bad Idea" (http://bit.ly/2LkcTok)

It is a mistake to pay employees for delivering better customer experiences (CX). In this episode, Forrester analysts Maxie Schmidt and Sam Stern explain why.

Referenced Forrester research:

"Why Paying Employees For Delivering Good CX Is A Bad Idea" (http://bit.ly/2LkcTok)

In this episode, we explain Forrester's methodology to evaluate digital experiences and reveal surprising trends across industries.

Relevant Forrester research:

Retail

The Forrester Retail Wave™: US Mobile Web, Q4 2017 (https://goo.gl/WK5e55)

The Forrester Retail Wave™: European Mobile Web, Q4 2017 (https://goo.gl/zpGFbM)

Automotive

The Forrester Automotive Wave™: US Websites, Q2 2018 (https://goo.gl/LuxSZL)

Insurance

The Forrester Auto Insurance Wave™: US Mobile Sites, Q2 2018 (https://goo.gl/FCwTQp)

The Forrester Life Insurance Wave™: US Sales Websites, Q2 2018 (https://goo.gl/qMKtao)

The Forrester Life Insurance Wave™: Canadian Sales Websites, Q2 2018 (https://goo.gl/HoYSdA)

Banking & Investing

The Forrester Banking Wave™: US Mobile Apps, Q2 2018 (https://goo.gl/Ceu9RC)

The Forrester Banking Wave™: Canadian Mobile Apps, Q2 2018 (https://goo.gl/ivKrpL)

The Forrester Banking Wave™: European Mobile Apps, Q2 2018 (https://goo.gl/KkrNkb)

The Forrester Investing Wave™: US Mobile Apps, Q1 2018 (https://goo.gl/NnEiAs)

The Forrester Banking Wave™: Australian Mobile Apps, Q2 2018 (https://goo.gl/JeJ9ZC)

The Forrester Banking Wave™: China Mobile Apps, Q2 2018 (https://goo.gl/JmLwr7)

The Forrester Banking Wave™: Indian Mobile Apps, Q2 2018 (https://goo.gl/PYaaPA)