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Forrester's CX Cast
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July 13, 2018 11:30 AM PDT

In this episode, we explain Forrester's methodology to evaluate digital experiences and reveal surprising trends across industries.

Relevant Forrester research:


The Forrester Retail Wave™: US Mobile Web, Q4 2017 (https://goo.gl/WK5e55)

The Forrester Retail Wave™: European Mobile Web, Q4 2017 (https://goo.gl/zpGFbM)


The Forrester Automotive Wave™: US Websites, Q2 2018 (https://goo.gl/LuxSZL)


The Forrester Auto Insurance Wave™: US Mobile Sites, Q2 2018 (https://goo.gl/FCwTQp)

The Forrester Life Insurance Wave™: US Sales Websites, Q2 2018 (https://goo.gl/qMKtao)

The Forrester Life Insurance Wave™: Canadian Sales Websites, Q2 2018 (https://goo.gl/HoYSdA)

Banking & Investing

The Forrester Banking Wave™: US Mobile Apps, Q2 2018 (https://goo.gl/Ceu9RC)

The Forrester Banking Wave™: Canadian Mobile Apps, Q2 2018 (https://goo.gl/ivKrpL)

The Forrester Banking Wave™: European Mobile Apps, Q2 2018 (https://goo.gl/KkrNkb)

The Forrester Investing Wave™: US Mobile Apps, Q1 2018 (https://goo.gl/NnEiAs)

The Forrester Banking Wave™: Australian Mobile Apps, Q2 2018 (https://goo.gl/JeJ9ZC)

The Forrester Banking Wave™: China Mobile Apps, Q2 2018 (https://goo.gl/JmLwr7)

The Forrester Banking Wave™: Indian Mobile Apps, Q2 2018 (https://goo.gl/PYaaPA)

July 04, 2018 09:00 PM PDT

For a customer experience (CX) transformation to take hold and drive sustainable gains, CX pros need to proactively prioritize and manage multiple projects. That's a challenge given multiple stakeholder interests, limited budgets, and constrained resources. In this episode, Principal Analyst Ryan Hart explains why a CX prioritization framework must factor in customer impact, business impact, and feasibility of implementation.

Referenced Forrester research:

Prioritize Your CX Efforts By Three Categories

Power Prioritization Decisions With A Dynamic Tool

June 28, 2018 09:00 PM PDT

Customer success management (CSM), an emerging discipline focused on reducing customer churn, is hitting the mainstream. Companies boasting CSM groups run the gamut from startups like business management software maker Bridge to growth companies like ECM vendor Box to behemoths like Microsoft. So what does it take to build a successful CSM program? In this episode, Senior Analyst TJ Keitt discusses the responsibilities of a CSM program; the metrics that matter most; how to formalize the program; and lessons learned from some of the most mature CSM programs.

If CSM is a new concept to you, we recommend listening to episode 82, in which we first introduced the topic on this podcast.

Referenced Forrester research:
"How To Build A Customer Success Program" (https://goo.gl/gr9oqY)

"Customer Success Management Is The Key To Outstanding B2B Customer Experiences" (https://goo.gl/taMRkn)

June 22, 2018 11:00 AM PDT

Making digital products accessible is a growth opportunity now more than ever — to reach untapped segments ready to spend. But many organizations fail to seize it. Why? They don't understand how many people can benefit from accessibility and how to build it in. And while the upside (like winning aging customers and boosting employees' motivation) grows, so does the risk of doing nothing. In this episode, Principal Analyst Gina Bhawalkar explains: 1) the issues in a way that helps CX pros and their colleagues make the business case and 2) how to get started.

Referenced Forrester research:

"The Billion-Customer Opportunity: Digital Accessibility"

June 13, 2018 08:52 PM PDT

It's that time of year when Forrester's Customer Experience Index drops. In this episode, we get a preview of the 2018 results from analyst Faith Adams. She talks about the strategies that worked for companies to improve their scores, and the reasons why certain brands will see their scores drop this year. 

Faith will be discussing CX Index data results, and what brands should do to improve their scores at our CXNYC Forum next week, June 19-20. Join us! If you want to attend CX NYC 2018, use the promo code "Podcast" to receive a $500 discount when you purchase a ticket.

Research mentioned in this episode:

Read My Lips: Clear Communication Can Mean Billions In Revenue

June 07, 2018 07:04 AM PDT

Forrester's CX NYC 2018 forum will focus on the next generation of CX innovation, on June 19 – 20. In this episode, Senior Analyst TJ Keitt previews his keynote, addressing:

  • The three components of a human habit.
  • How good customer experiences actually change customers' habits and build loyalty.
  • How the altitude of JetBlue's CX vision enabled the company to aptly accommodate changes in customer habits.

Listeners: If you want to attend CX NYC 2018, use the promo code "Podcast" to receive a $500 discount when you purchase a ticket.

May 31, 2018 10:24 AM PDT

CX quality affects six customer behaviors that impact government agencies’ abilities to accomplish their missions. In this episode, we quantify those impacts. We also reveal scores and rankings of US federal agencies in Forrester's 2018 Customer Experience Index (CX Index&tradewinking.

Referenced Forrester research:

"Why And How To Improve Government CX" (https://goo.gl/NirhCL)

"The US Federal Customer Experience Index, 2018" (https://goo.gl/X1dfxL)

May 24, 2018 09:00 PM PDT

Customer experience (CX) professionals know that the first step on the path to delivering good experiences is doing research to understand their customers. Yet many fail to recognize that it's easy to draw false conclusions — and that doing so is even more dangerous than being ignorant. In this episode, we discuss some of the most common customer research pitfalls and how to adapt your practices and mindset to avoid them — and get the insights needed to succeed.

Referenced Forrester research:

 "Build Real Customer Understanding" (https://goo.gl/RDkgP7)


May 15, 2018 09:00 PM PDT

Principal Analyst Gina Bhawalkar joins us this week to discuss the implications for CX from Adobe's 2018 Summit for digital marketers. And she highlights some of the obstacles Forrester believes Adobe and its own customers must overcome to make its vision a reality.

Referenced Forrester research:

"Adobe's Challenge To Marketers Will Require That They Join Forces With CX Pros" (https://goo.gl/PiYmtE)

May 08, 2018 09:00 PM PDT

In this episode, we detail some of the most common misunderstandings that lead CX efforts astray.

Think you or a colleague might have a CX misconception? Maybe there's one that continues to crop up with clients?Either way, send us a note at cxcast@forrester.com and we'll be sure to let you know what's myth vs. reality.

Referenced Forrester research:

"Avoid These 14 CX Misconceptions" (https://goo.gl/Zuw2jL)

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