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Forrester's CX Cast
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March 22, 2017 09:21 PM PDT

In 2016's edition of research about digital customer experience (CX) trends, Forrester identified the rise of conversational interfaces and concierge services. In this year's report, we examine how those trends are playing out and highlight two new ones gaining momentum as we enter 2017: 1) artificial intelligence (AI), voice, and biometric capabilities further transforming user interfaces and 2) companies becoming more disciplined in their innovation efforts. For more details, see the "Digital Customer Experience Trends, 2017" Forrester report. 

March 17, 2017 08:49 AM PDT

In this episode, we welcome Senior Analyst Jenny Wise to discuss her upcoming research on emerging interfaces, interaction design, and what CX pros need to think about when exploring new technologies.

Prior to her current role on Forrester's CX research team, Jenny was a senior analyst serving B2C Marketing Professionals. In that role, her research examined the consumer adoption and usage of devices and features, including the organizational maturity, strategic frameworks, and vendor partnerships and technologies required to successfully deploy mobile marketing tactics.

For listeners who are interested in Jenny's previous research, here are a couple reports we referenced in this episode:

A Marketer's Guide To The Mobile Mind Shift

The Rise Of Intelligent Agents

March 09, 2017 09:26 PM PST

Prior to joining Forrester's research team, Faith spent nine years working in customer and patient experience. In this episode, Faith shares lessons learned from the field and an overview of research of hers that we can look forward to in coming months. 

March 01, 2017 09:00 PM PST

CX professionals and their teams need the support of the entire organization to create and deliver great experiences in a sustainable way. The most important group of colleagues to work with is senior executives. The best way to work with them is through an executive steering committee that makes key decisions about the experience. In this episode, we discuss best practices and lessons learned about setting up an executive steering committee and for managing a high-functioning committee that contributes to improved customer experience outcomes. To learn more on this topic, see the "Executive Steering Committees: Critical For CX Transformation Success" Forrester report.

February 22, 2017 09:00 PM PST

Thanks to the Obama administration's final push to improve the federal digital customer experience (CX), customers are using and enjoying most digital channels more than ever. The bad news is that federal websites and mobile apps are in trouble, and customers remain skeptical about the future of digital government. In this episode, we detail key findings from a recent Forrester survey for CX professionals. We highlight federal customers' attitudes toward various digital channels, identify major digital CX initiatives that still leave customers cold, and offer three tactics to keep federal digital CX on the right track. For the full analysis and recommendations, see the "Good News And Bad News For Federal Digital Customer Experience" Forrester report.

February 15, 2017 09:00 PM PST

Companies use journey analytics to improve key customer journeys, evaluate opportunities for journey innovations, and boost retention, enrichment, and advocacy loyalty. In this episode, we talk with senior analyst Joana van den Brink-Quintanilha about how companies are integrating journey analytics into their existing customer journey mapping and CX measurement efforts.

Related research:

Learning From Three Early Adopters Of Customer Journey Analytics

Drive Customer Obsession With Journey Analytics

How Journey Maps Improve CX Measurement Efforts

February 08, 2017 09:00 PM PST

In Deanna's last episode, we say goodbye, and ask Deanna to share her lessons learned both as a Forrester analyst and a CX Cast host. Deanna talks about the complexity and specificity required to do CX visions well, and the importance of selling your vision to colleagues.

Related research:


February 01, 2017 08:53 PM PST

To show the connection between improving CX and growing revenue, Forrester built models that demonstrate how CX improvements drive revenue growth through increased loyalty. In this episode, we discuss the underpinnings of those models. To see the revenue potential from improving CX for 13 of the industries included in Forrester's Customer Experience Index (CX Index&tradewinking, check out the "Drive Revenue With Great Customer Experience, 2017" Forrester report.

January 26, 2017 09:00 AM PST

Unless you have a well-defined customer experience (CX) strategy, your CX will be haphazard at best and fail to deliver sustainable benefits. In this episode, we explain how to develop a research-based CX vision aligned with the business and translate it into a CX strategy the organization can understand and implement. This is an extensive update of previous Forrester research on this topic. For a more in-depth guide on developing a successful CX strategy, see the "How To Build The Right CX Strategy" Forrester report.

January 18, 2017 09:00 PM PST

The nascent Trump administration has said virtually nothing about customer-centric government. However, the actions that President-elect Trump has promised in other policy areas will impact the customer centricity of US federal agencies — in some cases reversing efforts by the Obama administration. In this episode, Principal Analyst Rick Parrish joins us to discuss major trends for customer-centric government in 2017. If you're interested to learn about all eight trends that Forrester identified for 2017, see the "Eight Challenging Trends For Customer-Centric Government In 2017" Forrester report.

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