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Forrester's CX Cast
Category: Business
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August 11, 2017 02:39 PM PDT
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Your customers demand different improvements to the customer experience and maybe you have ideas about how to address those. But how do you juggle the demands of higher revenue-generating customers with those of other customer segments? And what about the long-term vs. short-term gains? Principal Analyst Ryan Hart joins us to explain how to create a prioritization framework to help ensure that improvements to the customer experience align to business success.

Relevant Forrester research:

"Brief: When To Rethink Even A Successful CX Strategy"

"Why And How To Lead A CX Transformation"

August 02, 2017 08:57 PM PDT

Mapping B2B customer journeys is undoutbedly a trickier proposition than mapping B2C customer journeys. On this week's episode of CX Cast, Tony Costa and TJ Keitt join us to describe the complexity of mapping B2B customer journeys, the different roles within clients - buyers, users, influencers - and the different roles on the delivery side - employees, partners, sales & success management - just to name a few. They also tell us how to overcome these challenges.

Related Research:

The Top 5 Challenges To Mapping B2B Customer Journeys

The 7 Steps Of Highly Effective Journey Mapping

July 26, 2017 11:00 PM PDT

Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX transformation leaders need to invest in areas like training, technology, and professional services. Do the benefits of CX transformation outweigh the costs and result in positive ROI? And how can you make that determination for your company? In this episode, we discuss how to calculate the benefits, cost, and ROI of an enterprisewide CX transformation and use the resulting ROI model to fuel a winning business case for CX transformation.

For more detailed guidance and examples of how to build an ROI model for CX transformation, see the "The ROI Of CX Transformation" Forrester report. This report also contains a downloadable excel model.

July 21, 2017 01:09 PM PDT

Around the world, organizations' customer experiences have been faltering. In this episode, Principal Analyst Rick Parrish and Researcher Dylan Czarnecki join us to discuss global trends in Forrester's Customer Experience Index (CX Index&tradewinking data from 2015 and 2016. 

If you want to dig deeper into the data and see Forrester's advice for how organizations can improve CX, we recommend you see the "Global Customer Experience Trends, 2017" Forrester report.

July 12, 2017 09:00 PM PDT

Dayton Semerjian of CA Technologies returns to reflect on his past four years of progress in developing a CX program and shares valuable lessons learned from the very beginning of building a business case.

Relevant Forrester research:

"Improving CX Through Business Discipline Drives Growth"

"Outside In"

"The ROI Of CX Transformation"

July 06, 2017 09:00 PM PDT

In this episode, Dayton Semerjian of CA Technologies joins us to discuss what led to the technology company launching its CX transformation effort and how they got started with establishing a CX program.

Relevant research:


June 23, 2017 09:28 AM PDT

When scripts and protocol don't apply, perceived barriers hinder employees' from making the right decision for customers. We welcome back Laure Park of Quest Diagnostics to explain how they signaled to employees that it was okay to deviate from standard procedures, with good judgement. And to CX pros just getting started on the journey of CX transformation, Laure shares a couple notes about what she'd do differently from the get-go. This is part 2 of a two-part series. If you haven't listened to episode 100, we highly encourage you to do so before listening to this episode.

Relevant research:

"Remove Barriers And Add Enablers For A Customer-Centric Culture"

This report provides detailed guidance on how firms can make it easier to adopt and maintain customer-centric behaviors by removing barriers to employee behavior change and creating new processes and support structures that build rigor and routine.

June 15, 2017 02:01 PM PDT

AI is rapidly evolving from sci-fi fodder to a paradigm-shifting technology that will impact every aspect of our daily lives — and advances in voice and natural language understanding are at the forefront. With millions of voice-activated digital assistants already in homes today, along with those built into billions of smartphones, how can brands use these exciting new technologies to bring their CX to the next level? SoundHound VP and GM Katie McMahon and Forrester’s Mike Facemire discuss the current state of the digital assistant revolution and what’s coming next.

If you're interested in learning more on this topic, please join us in New York next week for #CXNYC, on June 20-21. Katie and Mike will be discussing this theme in greater detail on the main stage.

Relevant research:

June 08, 2017 10:31 AM PDT

Managing CX well, let alone even establishing a formal CX program, requires coordination across the organization. In this episode, Laure Park, VP of Customer Experience at Quest Diagnostics, joins us for a candid discussion of lessons learned from building a CX program in a complex ecosystem within the healthcare industry. From the outset, Laure fostered key partnerships with IT and Marketing to collaboratively design their intended future-state experience. This is part one of a two-part series with Laure Park.
Forrester research that's relevant to the topics covered in this episode:
On this 100th episode, a special thanks goes out to the following individuals who have made this podcast possible:
You, the listeners.
Deanna Laufer, our fantastic, former co-host.
Will Willsea, for editing and producing.
Gabriella Zoia, for coordinating new episodes.
Nick Welles, for managing the studio and showing us the ropes.
Phil Stern, for strumming the music.
And all of our guests.
June 02, 2017 07:00 AM PDT

Special offer to CX Cast listeners. Enter CXPODCAST (all caps, case sensitive) in the discount code field to save $300 on a ticket to CXNYCJune 20-21 in New York City.
In this week's episode of CX Cast, Sam Stern is joined by Forrester research director Harley Manning and by Todd Walthall, SVP of Customer Experience with Blue Shield of California. Todd walks us through his experience in the customer service and customer experience space, working for iconic CX companies like USAA and American Express before coming to Blue Shield. Then he talks about the health insurer's focus on inspiring trust among its members, as well as how it aims to provide service worthy of family and friends. He also highlights some of the ways Blue Shield has changed employee goals and metrics to make it easier for them to focus on building trust.
If you enjoy this conversation with Todd, and want to hear more, please join us in New York later this month for #CXNYC, on June 20-21. Todd will be speaking on the first day off the forum.

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