History
Icon-add-to-playlist Icon-download Icon-drawer-up
Share this ... ×
...
By ...
Embed:
Copy
Rss
Forrester's CX Cast
Category: Business
Location:
Followers (128)
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...
x
take it with you
Iphone5s_trans go mobile with PodOmatic's new iPhone app.
don't have an iPhone? no problem »
x
loading results... Loader
loading results... Loader
x
No results found.
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.

October 05, 2017 09:16 PM PDT

Journey analytics is a hot topic because it can help firms move the needle on customer obsession. But misconceptions about what journey analytics is and how it's done get in the way. Forrester defines journey analytics as a practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior. In this episode, we answer some of the top questions about journey analytics and when to apply the technology.


Relevant Forrester research:

 

September 28, 2017 01:00 PM PDT

This week, we welcome back Trays O'Reilly, VP of Customer Experience at Comcast, to discuss how Comcast has been tactically transforming its customer experience (CX). In this episode, you'll hear one of our favorite examples of how to remove barriers from employees in a way that fosters their confidence and support in a CX transformation, while enabling better CX.


Relevant Forrester research:

September 20, 2017 09:00 PM PDT

This week, we're joined by Trays O'Reilly, current VP of Customer Experience at Comcast. Before we get into lessons learned from Comcast (which we'll share next week), Trays walks us through how her former team at Rogers Communications developed a business case for CX and implemented their CX strategy in just 18 weeks.

If you're interested to learn more, see the "Case Study: Rogers Communications Pilots A New Customer Experience Strategy" Forrester report.

September 15, 2017 09:00 AM PDT

How well a company communicates with its customers has a surprisingly large impact on the brand's overall customer experience. In turn, this outsized influence translates into a revenue impact that can be a game-changer for the company's bottom line. Forrester analyst, Faith Adams, joins us in this episode to discuss how improvements in communication boost CX Index scores and increase revenue by creating a better experience for customers.

Referenced Forrester research:

"Read My Lips: Clear Communication Can Mean Billions In Revenue"

September 06, 2017 09:35 PM PDT

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"

August 30, 2017 08:49 PM PDT

How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, Forrester revealed the complete rankings of all 314 brands across 21 industries in the US CX Index. Principal Analyst Rick Parrish joins us in this episode to discuss the the surprising trends in CX quality and the role that emotion plays in CX.

Referenced Forrester Research:

"The Canada Customer Experience Index, 2017"

"The US Customer Experience Index, 2017"

August 21, 2017 06:13 AM 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"

August 17, 2017 12:37 PM PDT

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"

loading more... Loader
 
x

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:

Subscribe_with_itunes

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

(You can download iTunes here.)
step 2:
Itunes_ss

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.

Itunes_ss2

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.

Enjoy!
done!
x

share this podcast


Email a friend about this podcast
x

subscribe to this podcast

Rss-icon RSS
Itunes-icon iTunes