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The CX Cast
All things customer experience, explored.
Category: Business
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March 15, 2019 02:48 PM PDT

Forrester's customer experience (CX) research team published more than 100 reports in 2018. We pulled our most important CX findings — across a range of topics — out of those reports and highlighted them in one place. In this episode, we share the very most important findings.

In the full report, linked below, we share an additional six critical research findings from 2018. We also provide links to the original reports for CX professionals who want to dive more deeply into topics of interest.

Click the title below to read more:

March 07, 2019 09:44 AM PST

Leading companies recognize that to maintain a differentiated CX advantage over their competitors, they must do more than incrementally fix and improve existing experiences. Companies gunning to capture more market share or create new markets must innovate just like a startup — and that begins with identifying and developing a new business model. In this episode, we discuss how various business models impact innovation and customer experience, for better or worse.

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February 28, 2019 11:00 AM PST

The debate about the importance of employee experience (EX) is moving into a new phase. It's no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, across several industries, including the public sector. Our findings will change the way CIOs, CMOs, and their organizations think about EX. In this episode, we share key insights and explain how Forrester's EX Index differs from other employee engagement surveys.

For context on the importance of EX, listen to the episode, "125: The Employee Experience Imperative."

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February 22, 2019 09:00 PM PST

Although companies increasingly recognize that if they want to improve CX significantly, they can't skip customer research, Forrester consistently hears from CX pros who struggle to conduct the research they need. To find success, CX pros need to take a pragmatic approach that helps identify the problems they aim to solve, use that knowledge to select methods, and pull in the right stakeholders. Forrester has created the Customer Research Canvas — a one-page planning tool to help CX pros execute research better. In this episode, we describe the canvas, how to use it, and who should use it.

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February 15, 2019 12:59 PM PST

Organizations are smart to contract with an outside firm for experience design (XD) — but they often fear the partnership would sour. In this episode, we discuss common disappointments with such partnerships and we provide a few tactics that help ensure positive outcomes.

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February 08, 2019 09:04 AM PST

We explore the immense impact of values-based marketing on customers’ perceptions, and how to implement the strategy correctly.

Values-based marketing: "Giving your customers a reason to buy your product or service that isn't price, product features, or product performance, but that is instead related to a social, environmental or political value that you believe your audience holds."

Special guest: Jim Nail, Forrester Principal Analyst serving B2C marketers.

Relevant Forrester blog posts:

February 01, 2019 09:18 AM PST

Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and "jobs to be done" frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent and divergent. In this episode, we overview when and how to apply divergent methodologies.

Relevant reading:

January 25, 2019 07:00 AM PST

Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and "jobs to be done" frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent and divergent. In this episode, we overview when and how to apply convergent methodologies. Next week, we'll talk about divergent methodologies.

Relevant reading:

January 18, 2019 10:54 AM PST

We discuss our key takeaways from the Consumer Electronics Show (CES) 2019: 

1. Robots Are Eager To Help — But Aren’t Customer-Ready (Yet).

2. “Smart” Products Are Everywhere — Varying In Intelligence.

3. Google Is Catching Up In The Amazon Vs. Google Race.

4. Technology Will Disrupt The Retail Experience Far More Than It Has Already.

 

Referenced Forrester blog post:

"CES 2019 Delivers Dazzling Tech But Disappointing Experiences"

January 11, 2019 01:04 PM PST

Forrester analyst Faith Adams shares a preview of findings from her research on trends among state of the art voice of the customer (VoC) programs.

That research will be published in coming weeks. In the meantime, check out these relevant reports:

"How To Drive Action With Your Voice Of The Customer Program"

"Four Questions CX Pros Should Ask — But Usually Don't — When Evaluating VoC Vendors"

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