The CX Cast

In 2016's edition of research about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine how those trends are playing out and highlight two new ones gaining momentum as we enter 2017: 1) artificial intelligence (AI), voice, and biometric capabilities further transforming user interfaces and 2) companies becoming more disciplined in their innovation efforts. For more details, see the "Digital Customer Experience Trends, 2017" Forrester report.

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In this episode, we welcome Senior Analyst Jenny Wise to discuss her upcoming research on emerging interfaces, interaction design, and what CX pros need to think about when exploring new technologies.

Prior to her current role on Forrester's CX research team, Jenny was a senior analyst serving B2C Marketing Professionals. In that role, her research examined the consumer adoption and usage of devices and features, including the organizational maturity, strategic frameworks, and vendor partnerships and technologies required to successfully deploy mobile marketing tactics.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

For listeners who are interested in Jenny's previous research, here are a couple reports we referenced in this episode:

A Marketer's Guide To The Mobile Mind Shift

The Rise Of Intelligent Agents

Prior to joining Forrester's research team, Faith spent nine years working in customer and patient experience. In this episode, Faith shares lessons learned from the field and an overview of research of hers that we can look forward to in coming months.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

CX professionals and their teams need the support of the entire organization to create and deliver great experiences in a sustainable way. The most important group of colleagues to work with is senior executives. The best way to work with them is through an executive steering committee that makes key decisions about the experience. In this episode, we discuss best practices and lessons learned about setting up an executive steering committee and for managing a high-functioning committee that contributes to improved customer experience outcomes. To learn more on this topic, see the "Executive Steering Committees: Critical For CX Transformation Success" Forrester report.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that federal websites and mobile apps are in trouble, and customers remain skeptical about the future of digital government. In this episode, we detail key findings from a recent Forrester survey for CX professionals. We highlight federal customers' attitudes toward various digital channels, identify major digital CX initiatives that still leave customers cold, and offer three tactics to keep federal digital CX on the right track. For the full analysis and recommendations, see the "Good News And Bad News For Federal Digital Customer Experience" Forrester report.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

To show the connection between improving CX and growing revenue, Forrester built models that demonstrate how CX improvements drive revenue growth through increased loyalty. In this episode, we discuss the underpinnings of those models. To see the revenue potential from improving CX for 13 of the industries included in Forrester's Customer Experience Index (CX Index™), check out the "Drive Revenue With Great Customer Experience, 2017" Forrester report.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

Unless you have a well-defined customer experience (CX) strategy, your CX will be haphazard at best and fail to deliver sustainable benefits. In this episode, we explain how to develop a research-based CX vision aligned with the business and translate it into a CX strategy the organization can understand and implement. This is an extensive update of previous Forrester research on this topic. For a more in-depth guide on developing a successful CX strategy, see the "How To Build The Right CX Strategy" Forrester report.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

The nascent Trump administration has said virtually nothing about customer-centric government. However, the actions that President-elect Trump has promised in other policy areas will impact the customer centricity of US federal agencies — in some cases reversing efforts by the Obama administration. In this episode, Principal Analyst Rick Parrish joins us to discuss major trends for customer-centric government in 2017. If you're interested to learn about all eight trends that Forrester identified for 2017, see the "Eight Challenging Trends For Customer-Centric Government In 2017" Forrester report.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

For many business-to-business (B2B) companies, selling new products and services to current customers is the pathway to growth. To get customers to spend more, though, B2B firms must prove they've given customers a valuable experience. Enter customer success management (CSM). Emerging from the tech industry, this new discipline seeks to ensure that the value B2B customers were promised in the pre-sale period is delivered in the post-sale experience. In this episode, Forrester Senior Analyst TJ Keitt explains how to leverage CSM to build a loyal customer base. For a more detailed explanation and guidance on leveraging CSM, see the "Customer Success Management Is The Key To Outstanding B2B Customer Experiences" Forrester report.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.

Customer experience (CX) professionals know that the first step on the path to delivering good experiences is doing research to understand their customers. Yet many fail to recognize that it's easy to draw false conclusions — and that doing so is even more dangerous than being ignorant. In this episode, we discuss some of the most common customer research pitfalls and how to adapt your practices and mindset to avoid them — and get the insights needed to succeed. For more on how to avoid research pitfalls and achieve insight instead, see the full "Build Real Customer Understanding" Forrester report.

Listeners, we'd love to get to know you! Whether you just want to say hi or share a CX story, send us an email.