The CX Cast

Customer values and behaviors have shifted and most organizations are struggling to catch up. Even the leading firms are struggling to keep up. But at least they're playing the long-game: overhauling their business strategies, cultures, and ecosystems to align with these changing values and behaviors. In this episode of CX Cast, VP and Research Director John Dalton returns to discuss the remarkably candid business transformation stories shared at Forrester’s CXNYC 2016 forum. 

For more on Forrester’s CX forums or to register, visit Forrester’s event site.

Upcoming events:

Washington, D.C.September 12, 2016

San FranciscoOctober 20–21, 2016

LondonNovember 15–16, 2016

Wondering which journeys to map? Consider taking a hint from what customer experience (CX) pros have been mapping over the past couple years. Forrester analyzed more than 150 journey maps that it helped clients create in a broad range of industries over the past two years and identified some common themes in what CX pros choose to map. In this episode, Principal Analyst Tony Costa discusses those themes and illuminates some journeys that tend to be overlooked.

Relevant Forrester research:

Brief: The Most Popular Customer Journeys To Map

How To Get Started With Customer Journey Mapping

Since the start of the summer travel season, the internet has been inundated with stories about mile-long TSA security lines and unconscionable wait times at airports. While airlines, airports, and the TSA have spent plenty of time throwing the blame around, little has been done to remedy the situation. In this episode of CX cast, hosts Sam Stern and Deanna Laufer discuss how TSA and airports can take an outside-in approach to improve the passenger experience.   

The nuts and bolts of basic CX programs are well understood — identify problems that hamper the customer’s journey, fix them, repeat. But leading firms have moved beyond this approach and play the long game, and that requires a fundamentally different set of chops. In this episode of CX Cast, VP and Research Director John Dalton joins us to discuss companies playing the long game, what sets them apart, and those that will share their stories at Forrester’s upcoming forum for CX leaders in NYC in June. For more on Forrester’s CXNYC 2016 forum or to register, visit Forrester’s event site.

On this week's episode, Forrester Researcher Dylan Czarnecki joins us to discuss fast and scalable ways for customer experience (CX) professionals to shape business decisions with direct customer engagement. For more on how to engage customers and utilize technology to get big insights without big costs, check out the "Brief: Six Ways To Add Speed And Scale To Customer Insights" Forrester report.

Structured surveys are the workhorse of customer experience (CX) measurement programs, but often fall short when it comes to capturing real time insights about the totality of an experience. In this episode of CX Cast we invite guest Paul Hagen, head of Customer Experience and Innovation Strategy at West Monroe Partners back to the podcast to discuss the evolution of voice of the customer programs from 20-question surveys to real-time, predictive tools that drive insights. We also discuss what makes a mature voice of the customer program. For more on this topic, check out Forrester's reports "Beyond Surveys: New Tools For More Effective CX Measurement" and "How To Drive Action With Your VoC Program" as well as Paul's blog and bio at West Monroe Partners.

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 consistently deliver great experiences, companies must align employee goals with customer metrics. To get it right, companies must make employees accountable for parts of the experience that they control. Tune in to this episode to learn how CX pros can empower employees to assume accountability for customer experience results. For more, read the "How To Set Employee Goals That Drive Great CX" 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.

On this week's episode, we speak with Forrester's Vice President of Customer Experience, Moira Dorsey. Before taking on the challenge of improving experience for Forrester's customers, she led the customer experience research practice. She was intimately involved as our focus moved from digital experiences, to an enterprise focus, encompassing all touchpoints and activities, as well as the culture of organizations. 

Moira has a deep research history writing about personas, among other topics, and several of her reports are still relevant to CX pros today:

The ROI of Personas

How Personas Drive Experience-Based Differentation: Four Examples

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.

What explains the consistent, high-quality customer-service of Japanese companies? Tune in to this episode to hear from Principal Analyst Ryan Hart as he explains Japan's world-class "omotenashi" service culture and what CX pros around the world can learn from it to improve their own CX and customer service. For more, check out the "What The World Can Learn From Japan's Exquisite Service Culture" 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.

Great customer experiences don't happen by accident - they're a result of well-orchestrated actions among your employees and partners. But collaborating to deliver this experience can be hard, especially when your workforce is vast and distributed. Luckily, a wide variety of collaboration tools exist to simplify information sharing. Forrester Senior Analyst TJ Keitt joins us in this episode to discuss those collaboration technologies that are essential to helping organizations create better customer experiences. To learn how CX professionals can shape effective collaboration technology strategies, see the "How to Spur Collaboration Across Your Customer Experience Ecosystem" 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.