Icon-add-to-playlist Icon-download Icon-drawer-up
Share this ... ×
By ...
Forrester's CX Cast
Category: Business
Followers (136)
Currently following. Unfollow
Image_nophoto Image_nophoto Image_nophoto Image_nophoto Image_nophoto Picture?width=25&height=25 Picture?width=25&height=25 Picture?width=25&height=25 Image_nophoto Image_nophoto Image_nophoto Image_nophoto Image_nophoto Image_nophoto Image_nophoto Image_nophoto Image_nophoto Image_nophoto Image_nophoto 25x25_10067360
by Forrester R...
take it with you
Iphone5s_trans go mobile with PodOmatic's new iPhone app.
don't have an iPhone? no problem »
loading results... Loader
loading results... Loader
No results found.
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.

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.

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.

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.

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.

Relevant links:

November 01, 2017 10:00 PM PDT

Customers expect personalized experiences but most companies fail to deliver. And that is especially true for conversational interfaces. In this episode, Senior Analyst Jenny Wise talks about the expectations of a human-like interaction and where the technology for conversational interfaces (e.g., Amazon Alexa) needs to advance.

Relevant Research:

"Q&A: Why Emerging Technologies Require Interaction Design"

"Pivot To Person-First Personalization"

October 27, 2017 01:30 PM PDT

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 2017 CXSF forum.

Relevant Forrester research:

"AI Will Revolutionize Digital Experiences"

"Humanize Your Conversational Bot"

October 18, 2017 09:00 PM PDT

Since their introduction nearly 20 years ago, personas have become one of the most popular tools in the customer experience (CX) pro's arsenal. But as their use has spread, so has the confusion about them. As a result, many firms are no longer reaping the numerous benefits good personas provide. In this episode, we speak with Forrester analyst Kelly Price about barriers to success with personas — and how to overcome them.

Relevant Forrester research:

"Persona Pitfalls: Seven Missteps And How To Avoid Them"

October 13, 2017 11:51 AM PDT

This week, we discuss what it means to foster empathy for employees and create the right conditions for creativity.

Relevant reading:

"Creativity, Inc.: Overcoming the Unseen Forces That Stand in the Way of True Inspiration" - a book by Ed Catmull.

"Drive Creativity And CX Innovation With Employee Empathy" - a Forrester blog post by Jennifer Wise.

loading more... Loader

take it with you

Iphone_trans Listening to podcasts on your mobile devices is extremely convenient -- and it's what makes the podcasting medium so powerful.

You can take your favorite shows and mixes with you anywhere, but to do so requires some quick and simple steps.

Let's walk you through that process together.
step 1:

Click the "Subscribe With iTunes" link in the page's sidebar:


This will require that you have the iTunes software on your computer.

(You can download iTunes here.)
step 2:

Now that you've subscribed to the podcast on iTunes, the feed will display in your "Podcasts" section on the left navigation bar.

Click there and you'll see the show displayed in the iTunes browser.

You can "get all" to download all available episodes or just individual episodes.
step 3:

Plug your mobile device (iPhone, iPad, iPod) into your computer with the Dock Connector cable, and click the device in iTunes's left navigation bar.


Once you have your device highlighted, click "Podcasts" in the top navigation bar and sync the podcasts you want on your device. Click "apply" and the episodes you have downloaded on your iTunes software will sync with your device.
that's it!

The beauty of this process is that now, every new episode of your subscribed podcasts will automatically sync to your device every time you plug it in and open iTunes. You can now take your favorite shows with you everywhere you go.


share this podcast

Email a friend about this podcast

subscribe to this podcast

Rss-icon RSS
Itunes-icon iTunes