The CX Cast

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)

Principal Analyst Gina Bhawalkar joins us this week to discuss the implications for CX from Adobe's 2018 Summit for digital marketers. And she highlights some of the obstacles Forrester believes Adobe and its own customers must overcome to make its vision a reality.

Referenced Forrester research:

"Adobe's Challenge To Marketers Will Require That They Join Forces With CX Pros" (https://goo.gl/PiYmtE)

Principal Analyst Gina Bhawalkar joins us this week to discuss the implications for CX from Adobe's 2018 Summit for digital marketers. And she highlights some of the obstacles Forrester believes Adobe and its own customers must overcome to make its vision a reality.

Referenced Forrester research:

"Adobe's Challenge To Marketers Will Require That They Join Forces With CX Pros" (https://goo.gl/PiYmtE)

In this episode, we detail some of the most common misunderstandings that lead CX efforts astray.

Think you or a colleague might have a CX misconception? Maybe there's one that continues to crop up with clients?Either way, send us a note at [email protected] and we'll be sure to let you know what's myth vs. reality.

Referenced Forrester research:

"Avoid These 14 CX Misconceptions" (https://goo.gl/Zuw2jL)

In this episode, we detail some of the most common misunderstandings that lead CX efforts astray.

Think you or a colleague might have a CX misconception? Maybe there's one that continues to crop up with clients?Either way, send us a note at [email protected] and we'll be sure to let you know what's myth vs. reality.

Referenced Forrester research:

"Avoid These 14 CX Misconceptions" (https://goo.gl/Zuw2jL)

What outside help do firms need to successfully execute a CX transformation? There is a diverse set of vendors — vendors that vary by size, capabilities, geography, and vertical market focus — many of which may have already established relations with your firm. In this episode, Forrester analyst TJ Keitt summarizes how the CX consulting space is evolving and how you can get a handle on your firm's portfolio of outside help.

Referenced Forrester research:

Now Tech: Customer Experience Consulting Practices, Q2 2018 (https://goo.gl/ouxwEg)

The Five Factors That Supercharge CX Enablement (https://goo.gl/mwH8Li)

What outside help do firms need to successfully execute a CX transformation? There is a diverse set of vendors — vendors that vary by size, capabilities, geography, and vertical market focus — many of which may have already established relations with your firm. In this episode, Forrester analyst TJ Keitt summarizes how the CX consulting space is evolving and how you can get a handle on your firm's portfolio of outside help.

Referenced Forrester research:

Now Tech: Customer Experience Consulting Practices, Q2 2018 (https://goo.gl/ouxwEg)

The Five Factors That Supercharge CX Enablement (https://goo.gl/mwH8Li)

How do firms create authentic, branded expeirences? In this episode, Principal Analyst Ryan Hart talks about how to remove or at least reduce brand and CX vision dissonance. He highlights the approach firms should take to create CX visions that are authentic, inspiring and mobilizing (AIM).

Episode Guide:

2:02 - How do you root your CX vision in your brand strategy?

5:14 - Are there any firms that are aiming their CX vision in the right direction?

Questions? Comments? Ideas? Get in touch: [email protected]

How do firms create authentic, branded expeirences? In this episode, Principal Analyst Ryan Hart talks about how to remove or at least reduce brand and CX vision dissonance. He highlights the approach firms should take to create CX visions that are authentic, inspiring and mobilizing (AIM).

Episode Guide:

2:02 - How do you root your CX vision in your brand strategy?

5:14 - Are there any firms that are aiming their CX vision in the right direction?

Questions? Comments? Ideas? Get in touch: [email protected]

For a customer experience (CX) transformation to take hold and drive sustainable gains, CX pros need to proactively prioritize and manage multiple projects. That's a challenge given multiple stakeholder interests, limited budgets, and constrained resources. In this episode, Principal Analyst Ryan Hart explains why a CX prioritization framework must factor in customer impact, business impact, and feasibility of implementation.

Referenced Forrester research:

Prioritize Your CX Efforts By Three Categories

Power Prioritization Decisions With A Dynamic Tool