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The CX Cast
All things customer experience, explored.
Category: Business
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April 18, 2019 12:00 PM PDT

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.

Click the title below to read more:

April 10, 2019 09:00 PM PDT

Everyone's talking about voice interactions. But this emerging human-digital interaction modality isn't as "intuitive" as it sounds for people. In this episode, we explore new human factors to consider, and how companies can augment their approach to the Empathize and Define stages of the design thinking process to create successful voice experiences.

This episode is a rerun; since we first aired it, we published new research on the topic — linked below.

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April 05, 2019 09:52 AM PDT

The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But consumers aren't ready for it yet — your workforce is. XR's adoption among consumers remains low, and its use cases are narrow. In the workplace, however, it's a different story. In this episode, we explain how customer experience (CX) pros can use XR now to: 1) better enable employees to deliver good CX; 2) improve employee and B2B customer experiences; and 3) prepare to deploy XR to consumers in the future.

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March 29, 2019 12:00 PM PDT

Angelina's research focuses on customer-centric culture and CX transformations. In this episode, she shares some preliminary findings from her current research on how the role of CX-practice leaders has shifted, and what it takes to maintain C-suite support. 

Prior to joining Forrester's CX research team, Angelina was an experience strategist at Publicis Sapient, where she worked on a broad range of project types, including business-case pitches, strategy framework development, brand work, journey and persona building, service design, and road mapping. And before that, she was a researcher at the Massachusetts Institute of Technology AgeLab, where she published research on empathy training as well as generational differences in relationships with professionals.

We are very excited to have her on the team! And we think you should be too, because her upcoming research will answer pressing questions.

Angelina's full biography: https://www.forrester.com/Angelina-Gennis

March 24, 2019 10:00 AM PDT

Customer experience (CX) fatigue is a reality — and it's impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms have overlooked the most important component: emotion. In this episode, we discuss the technologies and approaches to employee training that help customer service organizations improve emotional connection.

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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.

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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.

Click the title below to read more:

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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Click the "Subscribe With iTunes" link in the page's sidebar:

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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.
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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.

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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.
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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.

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