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Forrester's CX Cast
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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"

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

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