The CX Cast

In this episode, we talk about how Forrester tries to drink its own champagne. Forrester's Director of CX Research And Insights, Sarah Bloomer, joins us to discuss her work to improve the client experience inside of Forrester. She's mapping journeys, conducting in-depth client research, developing prototypes for new experiences, and making sure that Forrester products and services deliver value to clients. Listen to how she translates client requests - like wanting more flexibility, or content that is consumable in the cracks of the day - into specific changes to Forrester's products and services. 

Related Research:

How To Assess The Quality Of Your Customer Journey Maps

How To Prototype Like A Pro

Customer Experience Strategy Best Practices

Brief: Using Data To Drive Customer-Centric Employee Behavior Change

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 pros know that they need to design emotionally compelling experiences that stand out from the crowd. But digital innovations risk being stymied by design tropes like overzealous push notifications and a predisposition towards screens. In this episode of CX Cast, we speak with Forrester analyst Andrew Hogan about what's driving these worrying trends and how companies can innovate their digital experiences and avoid falling in these design traps. For more on what keeps designers up a night, check out Andrew's latest report on the topic, Brief: The Things That CX Designers Worry About.

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 stem from a company's deep understanding of its customers' motivations, goals, and behavior. This understanding is fundamental to breaking the cycle of asking and receiving feedback about the status quo to learn what customers are missing in an experience. But most companies aren't conducting the proper research to support this deeper understanding. In this episode, we welcome back Senior Analyst Deanna Laufer to discuss how CX professionals can employ the right customer research at the right moment to develop a resonant CX strategy. To learn more, see the "Anchor Your CX Strategy In 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.

In this week's episode of CX Cast, we are joined by Dan Brousseau, head of Forrester's CX consulting practice to talk about the big challenges they help clients with. Dan talks through the importance of having a CX strategy, and how deciding which customers you will NOT serve is as important as figuring out which customers you will target. He also shares the ways that Forrester helps clients better measure their customer experiences.

For more on Forrester's CX Consulting work, check out our CX consulting page.

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.

Forrester CX Council Advisors Adele Sage and Amanda Brax return to discuss three types of Forrester reports that our clients have found to be incredibly helpful. 

Relevant research referenced:

How To Assess The Quality Of Your Customer Journey Maps

Case Study: How Mercedes-Benz USA Fosters Customer Centricity Among All Employees

Digital Customer Experience Trends, 2016

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.

In this episode of CX Cast, we speak with advisors Adele Sage and Amanda Brax on the Forrester Customer Experience Council about a few of the biggest challenges that our clients face and how we help them to tackle those challenges. 

Relevant research referenced:

Want Great CX? Make Everyone Do Their Part

Where Are You On The Path To Customer Experience Maturity?

Executive Q&A: Customer Experience Rooms

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.

Loyalty programs are often touted as discount schemes that have little impact on customer relationships. But we find that when done right, loyalty programs encourage a company's most engaged customers to identify themselves as fans of the brands. And we have the data to prove it. Customer insights (CI) pros can use this research to understand where loyalty programs affect consumer perceptions, experiences, and behavior. In this episode of CX Cast, listen to Vice President and Principal Analyst Megan Burns as she explains their findings in her report, Loyalty Programs Unveil Your Most Loyal Customers.

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.

In the US, superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold true in Europe as well? To find out, Vice President and Research Director Harley Manning compared the revenue growth of European companies with superior customer experience to that of their direct competitors with relatively inferior customer experience. Listen to Harley go in detail into the methodology and his findings for “Customer Experience Drives Business Success in Europe, Too” in this episode of CX Cast.

CX pros must dig beneath the thin customer-facing layers of their companies and align all stakeholders in their CX ecosystems. But gaining their cooperation is easier said than done. To help CX pros succeed, in this episode, we talk to Rick Parrish about five strategies to earn real partners throughout the ecosystem who will contribute to a better customer experience. See his related report, Getting To Yes: Five Strategies To Earn Cooperation From CX Ecosystem Stakeholders.

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.

How can CX professionals be sure that a design agency actually walks the walk and can meet their needs? For starters, CX pros should know five flavors of service design that agencies mash up in different ways. In this episode of CX cast, Principal Analyst Leah Buley discusses today's varied profile of service design providers and offers guidance to help CX pros choose the right partner. Leah goes into much more detail and categorizes today's design providers in her report, "Vendor Landscape: Service Design Agency Overview, 2015."