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Forrester's CX Cast
Category: Business
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January 12, 2018 12:59 PM PST

If your company is struggling with employee engagement, chances are it's looking in the wrong places. If you're responsible for employee technology but not involved in discussions to improve engagement, it will be difficult, or even impossible, to move the needle. Engagement is an outcome of the employee experience (EX), and while there's a mosaic of factors that influence EX, technology plays a significant role. In this episode, Forrester Principal Analysts Dave Johnson and Sam Stern dive deep on how to identify causal factors of employee engagement and make better decisions about technology policy and enablement.

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.

Relevant Forrester research:

"The Employee Experience Imperative"

"How Firms Help Employees Evoke Emotions That Deepen Customer Loyalty"

January 05, 2018 02:17 PM PST

As we head into 2018, Sam and Jenny discuss their words of the year and the implications that these topics will have on CX pros.

What's your word of the year? Send us a note!

December 28, 2017 01:44 PM PST

In the near future, artificial intelligence (AI) will be pervasive in the machines that humans interact with. Soul Machines, believes those machines will "be a lot more helpful to us if they are more like us." The company acts on that belief by creating avatars for clients who wish to add a more human face to their digital interactions with customers. These "digital humans" are filling roles as call center agents and sales representatives. In this episode, Greg Cross, Chief Business Officer at Soul Machines, joins us to discuss the impact that these "digital humans" have on CX.

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

Relevant Forrester research:

"AI Will Revolutionize Digital Experiences"

"Humanize Your Conversational Bot"

"Secure The Rise Of Intelligent Agents"

December 22, 2017 11:57 AM PST

A tidal wave of digital tech has engulfed the theory and practice of breakaway CX. Automated platforms like bots, animated by AI and machine learning, promise powerful, personalized customer experiences. But in our rush to embrace these innovative customer experiences on digital channels, are CX professionals losing touch with the core driver of CX excellence: authentic human connections?

In this week's episode, we discuss how technology is changing the ways humans work and subsequently, how we can humanize machines: two core themes of Forrester's CXSF 2017 forum.
Listeners, we'd love to get to know you! Drop us a line anytime. Whether you just want to say hi or share a CX story, send us an email.

Relevant Forrester research:

"AI Will Revolutionize Digital Experiences"

"Humanize Your Conversational Bot"

December 13, 2017 09:00 PM PST

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.

Listeners, we'd love to hear from you! This is a topic that we want 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.

December 06, 2017 01:57 PM PST

Companies depend on their employees to deliver high-quality customer experience (CX). And employees depend on companies to provide tools and design processes that enable them to effectively serve customers. In this episode, we lay out the organizational, managerial, and technological changes that must happen to enable workers to deliver the business' intended CX.

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.

Referenced Forrester research:

"Five Steps To Enable Customer Experience Delivery"

December 01, 2017 11:32 AM PST

Unless your customers' experiences leave them with lasting memories of positive emotions, you will struggle to drive loyalty behaviors among customers. In this episode, PA Ryan Hart tells us about the paradox that easier, frictionless experiences are often less memorable. He explains how companies can ensure salience by designing interactions that heighten anticipation, evoke specific emotional responses, and then make it easier for customers to remember their positive emotions.

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.

Referenced Forrester research:

"The Dawn Of Anticipatory CX"

"Customers Need A Reason To Remember You"

November 21, 2017 09:00 PM PST

Alphabet's Google, Amazon, Apple, and Facebook set customers' expectations for customer experience (CX) because they hold a prominent place in people's lives. CX professionals need to understand what those expectations are and how to use the tools these tech giants provide to meet them. Forrester analyst TJ Keitt joins us in this episode to discuss what the big four teach us about CX and how CX leaders can help their businesses profit from this insight.

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.

Referenced Forrester research:

"Four Tech Giants Dominate Your Customer Experience"

November 16, 2017 09:55 AM PST

This week, we talk about the demands on the user experience role and speculate about the future of the profession. We continue our conversation from last week with Meena Kothandaraman, Experience Strategist at Twig + Fish and an esteemed professor in the Bentley University Human Factors and Information Design (HFID) graduate program.

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.

Relevant Forrester research:

November 10, 2017 05:50 PM PST

This week, we welcome Meena Kothandaraman, Experience Strategist at  Twig + Fish and an esteemed professor in the Bentley University Human Factors and Information Design (HFID) graduate program. In this episode, Meena shares an effective approach to customer research and explains how to share insights with colleagues so that they, too, can experience epiphany moments.

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.

Relevant links:

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