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Forrester's CX Cast
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June 22, 2018 11:00 AM PDT

Making digital products accessible is a growth opportunity now more than ever — to reach untapped segments ready to spend. But many organizations fail to seize it. Why? They don't understand how many people can benefit from accessibility and how to build it in. And while the upside (like winning aging customers and boosting employees' motivation) grows, so does the risk of doing nothing. In this episode, Principal Analyst Gina Bhawalkar explains: 1) the issues in a way that helps CX pros and their colleagues make the business case and 2) how to get started.

Referenced Forrester research:

"The Billion-Customer Opportunity: Digital Accessibility"

June 13, 2018 08:52 PM PDT

It's that time of year when Forrester's Customer Experience Index drops. In this episode, we get a preview of the 2018 results from analyst Faith Adams. She talks about the strategies that worked for companies to improve their scores, and the reasons why certain brands will see their scores drop this year. 

Faith will be discussing CX Index data results, and what brands should do to improve their scores at our CXNYC Forum next week, June 19-20. Join us! If you want to attend CX NYC 2018, use the promo code "Podcast" to receive a $500 discount when you purchase a ticket.

Research mentioned in this episode:

Read My Lips: Clear Communication Can Mean Billions In Revenue

June 07, 2018 07:04 AM PDT

Forrester's CX NYC 2018 forum will focus on the next generation of CX innovation, on June 19 – 20. In this episode, Senior Analyst TJ Keitt previews his keynote, addressing:

  • The three components of a human habit.
  • How good customer experiences actually change customers' habits and build loyalty.
  • How the altitude of JetBlue's CX vision enabled the company to aptly accommodate changes in customer habits.

Listeners: If you want to attend CX NYC 2018, use the promo code "Podcast" to receive a $500 discount when you purchase a ticket.

May 31, 2018 10:24 AM PDT

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&tradewinking.

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)

May 24, 2018 09:00 PM PDT

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.

Referenced Forrester research:

 "Build Real Customer Understanding" (https://goo.gl/RDkgP7)


May 15, 2018 09:00 PM PDT

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)

May 08, 2018 09:00 PM PDT

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 cxcast@forrester.com 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)

May 02, 2018 09:00 PM PDT

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)

April 25, 2018 09:00 PM PDT

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: CXcast@forrester.com
April 20, 2018 12:58 PM PDT

Brand still matters. Marketing still matters. But CX defines the brand. And marketing has a key role to play in heightening customers' emotions. In this episode, we untangle the interplay between brand and CX.

This is a topic that we plan to delve deeper on. When has a brand made you look forward to an experience? Did they live up to the expectation or drop the ball? Tell us about it!

We reference this blog post in the episode.

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