The CX Cast

May 14 2024 37
The CX Cast Podcast artwork

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

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354: Getting Stakeholder Buy-in For Customer Research

May 14 2024 17 mins  
How can you get stakeholders engaged in your CX research program? Forrester analyst Senem Biyikli combines her research expertise with practitioner interviews to offer best practices.

353: CX4IT

May 09 2024 24 mins  
Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT organizations and why it matters. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT. Featuring: Gordon Barnett, Principal Analyst

352: Customer-Centric Culture At LinkedIn

May 01 2024 16 mins  
Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offers his perspective as a former Forrester analyst-turned-practitioner.

351: CX At LinkedIn with Sam Stern

Apr 23 2024 17 mins  
Sam Stern, founding CX Cast host, returns to the podcast to share his experiences as Senior Manager of CX at LinkedIn. Sam and Angelina talk about the importance of maintaining trust and confidence by improving customer experiences.

350: CX, Customer Success, And Marketing Together At B2B Summit

Apr 17 2024 16 mins  
It’s time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forrester’s B2B Summit, diving into insights shared on orchestrating comprehensive buyer and customer experiences.

349: CX Capability-Building And Activity-Tracking

Apr 09 2024 22 mins  
CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward. Featuring: Su Doyle, Sr Analyst AJ Joplin, Sr Analyst Show Notes: CX teams can take many paths to gr

348: Design For Empathy

Apr 03 2024 19 mins  
Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy. Featuring: Gina Bhawal

347: How To Prioritize Customer Journeys

Mar 26 2024 22 mins  
You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and proces

346: Journey Centricity At E.ON: Part 2

Mar 19 2024 32 mins  
In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to examine the inner workings of journeys at E.ON.

345: Journey Centricity At E.ON: Part 1

Mar 12 2024 23 mins  
Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers —