The CX Cast

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)

Customer success management (CSM), an emerging discipline focused on reducing customer churn, is hitting the mainstream. Companies boasting CSM groups run the gamut from startups like business management software maker Bridge to growth companies like ECM vendor Box to behemoths like Microsoft. So what does it take to build a successful CSM program? In this episode, Senior Analyst TJ Keitt discusses the responsibilities of a CSM program; the metrics that matter most; how to formalize the program; and lessons learned from some of the most mature CSM programs.

If CSM is a new concept to you, we recommend listening to episode 82, in which we first introduced the topic on this podcast.

Referenced Forrester research:"How To Build A Customer Success Program" (https://goo.gl/gr9oqY)

"Customer Success Management Is The Key To Outstanding B2B Customer Experiences" (https://goo.gl/taMRkn)

Customer success management (CSM), an emerging discipline focused on reducing customer churn, is hitting the mainstream. Companies boasting CSM groups run the gamut from startups like business management software maker Bridge to growth companies like ECM vendor Box to behemoths like Microsoft. So what does it take to build a successful CSM program? In this episode, Senior Analyst TJ Keitt discusses the responsibilities of a CSM program; the metrics that matter most; how to formalize the program; and lessons learned from some of the most mature CSM programs.

If CSM is a new concept to you, we recommend listening to episode 82, in which we first introduced the topic on this podcast.

Referenced Forrester research:"How To Build A Customer Success Program" (https://goo.gl/gr9oqY)

"Customer Success Management Is The Key To Outstanding B2B Customer Experiences" (https://goo.gl/taMRkn)

Making digital products accessible is a growth opportunity now more than ever — to reach untapped segments ready to spend. But many organizations fail to seize it. Why? They don't understand how many people can benefit from accessibility and how to build it in. And while the upside (like winning aging customers and boosting employees' motivation) grows, so does the risk of doing nothing. In this episode, Principal Analyst Gina Bhawalkar explains: 1) the issues in a way that helps CX pros and their colleagues make the business case and 2) how to get started.

Referenced Forrester research:

"The Billion-Customer Opportunity: Digital Accessibility"

Making digital products accessible is a growth opportunity now more than ever — to reach untapped segments ready to spend. But many organizations fail to seize it. Why? They don't understand how many people can benefit from accessibility and how to build it in. And while the upside (like winning aging customers and boosting employees' motivation) grows, so does the risk of doing nothing. In this episode, Principal Analyst Gina Bhawalkar explains: 1) the issues in a way that helps CX pros and their colleagues make the business case and 2) how to get started.

Referenced Forrester research:

"The Billion-Customer Opportunity: Digital Accessibility"

It's that time of year when Forrester's Customer Experience Index drops. In this episode, we get a preview of the 2018 results from analyst Faith Adams. She talks about the strategies that worked for companies to improve their scores, and the reasons why certain brands will see their scores drop this year. 

Faith will be discussing CX Index data results, and what brands should do to improve their scores at our CXNYC Forum next week, June 19-20. Join us! If you want to attend CX NYC 2018, use the promo code "Podcast" to receive a $500 discount when you purchase a ticket.

Research mentioned in this episode:

Read My Lips: Clear Communication Can Mean Billions In Revenue

It's that time of year when Forrester's Customer Experience Index drops. In this episode, we get a preview of the 2018 results from analyst Faith Adams. She talks about the strategies that worked for companies to improve their scores, and the reasons why certain brands will see their scores drop this year. 

Faith will be discussing CX Index data results, and what brands should do to improve their scores at our CXNYC Forum next week, June 19-20. Join us! If you want to attend CX NYC 2018, use the promo code "Podcast" to receive a $500 discount when you purchase a ticket.

Research mentioned in this episode:

Read My Lips: Clear Communication Can Mean Billions In Revenue

Forrester's CX NYC 2018 forum will focus on the next generation of CX innovation, on June 19 – 20. In this episode, Senior Analyst TJ Keitt previews his keynote, addressing:

The three components of a human habit.

How good customer experiences actually change customers' habits and build loyalty.

How the altitude of JetBlue's CX vision enabled the company to aptly accommodate changes in customer habits.

Listeners: If you want to attend CX NYC 2018, use the promo code "Podcast" to receive a $500 discount when you purchase a ticket.

Forrester's CX NYC 2018 forum will focus on the next generation of CX innovation, on June 19 – 20. In this episode, Senior Analyst TJ Keitt previews his keynote, addressing:

The three components of a human habit.

How good customer experiences actually change customers' habits and build loyalty.

How the altitude of JetBlue's CX vision enabled the company to aptly accommodate changes in customer habits.

Listeners: If you want to attend CX NYC 2018, use the promo code "Podcast" to receive a $500 discount when you purchase a ticket.

CX quality affects six customer behaviors that impact government agencies’ abilities to accomplish their missions. In this episode, we quantify those impacts. We also reveal scores and rankings of US federal agencies in Forrester's 2018 Customer Experience Index (CX Index™).

Referenced Forrester research:

"Why And How To Improve Government CX" (https://goo.gl/NirhCL)

"The US Federal Customer Experience Index, 2018" (https://goo.gl/X1dfxL)