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Forrester's CX Cast
Category: Business
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December 01, 2016 08:59 AM PST

Empowered consumers fuel the age of the customer — you've likely heard this repeatedly. They now have more choices, richer resources, and higher demands than in the past. But this is more than just a catchy idea; it is a measurable trend. Here, we prove it. This episode reveals how evolutions in customer behaviors and attitudes are manifesting themselves. Still skeptical? See the "The Rise Of The Empowered Customer" Forrester report for the full story.

November 17, 2016 09:00 AM PST

Decades of quality and process improvement efforts have left firms awash in tools for mapping experiences and analyzing processes. Customer experience (CX) pros who hope to introduce customer journey maps as a new tool for understanding experiences often face pushback from stakeholders who are reluctant to adopt yet another tool. Forrester Principal Analyst Tony Costa returns in this episode to describe commonly used tools — process maps, service blueprints, ecosystem maps, etc. — and how they differ from customer journey maps. For the full explanation and great visual guides, check out the full Forrester report, "Journey Maps And Process Maps And Service Blueprints, Oh My!"

November 09, 2016 09:00 PM PST

Forrester's Customer Experience Index (CX Index&tradewinking leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with companies converging toward CX parity? No. Forrester CX Research Director, David Truog, lays out for CX professionals what will happen instead. For the full analysis and predictions, check out the "Predictions 2017: The CX Quality Split" Forrester report.

November 02, 2016 09:00 PM PDT

In the US, superior customer experience (CX) drives superior revenue growth when customers are free to switch their business and competitors offer differentiated CX. Does that relationship hold true in Europe as well? To find out, Vice President and Research Director Harley Manning compared the revenue growth of European companies with superior customer experience to that of their direct competitors with relatively inferior customer experience. Harley briefly discusses his findings in this episode but if you're interested in the full picture and its nuances, check out the  Customer Experience Drives Business Success in Europe, Too" Forrester report.

Upcoming Forrester CX events: 

CX Europe 2016


October 26, 2016 09:00 PM PDT


Last week, 900 attendees gathered in San Francisco at Forrester's annual CXSF forum to discuss how emerging technology like AI-powered chat bots, IoT and voice recognition platforms are about to change customer experiences (CX) once again. In this episode, we sat down with Forrester Researcher Kelly Price to recap some of the key themes coming from the forum, such as how CX pros must design for new patterns of consumer behaviors and how technology can aid CX pros in delivering an emotionally engaging experience. Both attendees and non-attendees should check out some related research from Forrester that builds on these themes, including The Future of MobileThe State of Chatbots, and The Future of Customer Experiences.
Listeners should also note that we encountered some audio problems in recording this episode so we apologize for any issues with sound quality.


October 20, 2016 08:41 AM PDT

In this episode, you'll hear from Judith Weader, a Senior Advisor on Forrester's Customer Experience Council, as she shares some valuable lessons learned as a former CX practitioner in a CX department of one at Blue Cross & Blue Shield of Rhode Island. 

Relevant Forrester research:

Customer Obsession Is An Employee Engagement Strategy, Too

Seven Steps To Create And Sustain A Customer-Centric Culture

Want Great CX? Make Everyone Do Their Part

October 12, 2016 09:00 PM PDT

Customer expectations are rising faster than companies can evolve their value propositions. Customer experience (CX) professionals need to expand their toolkit to manage customer expectations as early as possible to build and sustain positive emotional momentum throughout the journey. In this episode, Forrester VP and Principal Analyst James L. McQuivey and Prinicpal Analyst Ryan Hart discuss how CX pros can use the power of anticipation to create more profound, more compelling experiences that sustain long-term impact. For more on this topic, check out the "The Dawn Of Anticipatory CX" Forrester report.

October 04, 2016 09:00 PM PDT

Happy CX Day 2016! To celebrate this very special occasion, CX Cast co-hosts Sam Stern and Deanna Laufer, along with Senior Analyst Maxie Schmidt, discuss CX day events, how companies are celebrating, and what you can do to participate in the festivities even if your company is not hosting its own event. 
In honor of CX day, Forrester is also releasing a new report called "Why CX, Why Now" which contains an infographic to help CX pros socialize the CX imperative at their organizations. We've also compiled a curated CX reading list for those looking to dive deeper into particular areas of CX. Both are available on Forrester's CX blog (http://blogs.forrester.com/customer_experience).
Finally, if you have any questions or comments, or want to share how you are celebrating CX Day, please send us feedback at  sstern@forrester.com or  laufer@forrester.com" target="_blank">dlaufer@forrester.com or tweet at us @samsternjones and @deannalaufer. 

September 28, 2016 09:00 PM PDT

Partners are essential contributors to business-to-business (B2B) customer experience (CX). Companies leverage partners for everything from developing and delivering marketing campaigns to providing ongoing customer support. That said, many, if not most, B2B CX programs do not manage partners as a component of the end-to-end customer experience. In this episode, we discuss the perils of this approach and the ways in which CX professionals can help their companies enable and manage partners to help deliver their intended experiences. For more guidance on this topic, read the "Integrate Your Business Partners Into Your End-To-End B2B Customer Experience" Forrester report.

September 22, 2016 10:00 PM PDT

A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations threatens to take them down. To acquire and retain customers in this environment, all companies must elevate the role of customer experience in their competitive strategies and commit to playing the long game. Winning the long game won't be easy. In this episode, Forrester VP, Research Director Harley Manning discusses why CX professionals must have a CEO mandate, an outside-in perspective, an innovation mindset, and disciplined execution. For more, read the "The CX Transformation Imperative" Forrester report.

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