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The CX Cast
Category: Business
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December 12, 2018 12:41 PM PST

We discuss the major CX developments of 2018 and what you should know for the year ahead.

  1. CX quality stagnated.
  2. Employee Experience (EX) emerged as a critical business imperative.
  3. Experience Design (XD) functions sprouted within organizations.
  4. Physical/digital interactions failed.

Relevant Forrester blog posts:

December 04, 2018 09:00 PM PST

Through a combination of tactical quick wins and strategic transformations, organizations can apply the concepts of behavioral science to improve experiences. In this way, firms can look out for their customers' best interests while also generating value for their organization. In this episode, we introduce 4 key behavioral science concepts and several examples of how companies are using them to design better experiences.

Referenced Forrester research:

"Guide Your Customers To Better Experiences With Behavioral Science"

November 30, 2018 01:17 PM PST

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.

Relevant research:

Q&A: Why Emerging Technologies Require Interaction Design

Real Conversational Interfaces

November 23, 2018 09:00 PM PST

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

Referenced Forrester research:

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

November 16, 2018 02:00 PM PST

In this episode, we chat with Principal Analyst Emily Collins about customers' expectations for loyalty programs and how companies are designing them to foster multidimensional customer relationships.

This is a sequel to episode 154.

Relevant Forrester research:

How Consumers Really Feel About Loyalty Programs

The Psychology Of Points

November 08, 2018 09:00 PM PST

Prior to joining Forrester's CX research team, Karine spent more than 10 years as a practitioner in service design and UX. Most recently, she shaped the service design practice at Mobgen (part of Accenture Interactive). In this episode, Karine shares her perspective on the intersection of Service Design, UX and CX. And there's a good nugget in there about the value of sharing data across silos — and enabling them with the right tools to do so. Karine is based in Amsterdam, Netherlands.

October 31, 2018 05:36 PM PDT

In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations challenge existing laws and can lead to fines, arrests, and prosecutions. In this episode, Forrester analysts Rick Parrish and TJ Keitt discuss a framework that CX pros can use to guide their companies' approaches to CX innovation in a world of complex regulations and fierce competition.

Link to the report: https://www.forrester.com/go?objectid=RES131544

October 25, 2018 12:00 PM PDT

Customer experience (CX) pros know how critical research is for great experience design, but colleagues in other functions often believe research takes too much time. So they view it as a hindrance to success and skip it. The solution to prevent this risky mistake: Apply technologies and techniques that more effectively integrate research into workflows. In this episode, Forrester Analyst Kelly Price discusses emerging software and techniques CX pros should adopt to conduct research faster.

Relevant Forrester Research:

"Modernize Your Customer Research"

October 19, 2018 10:00 AM PDT
On this week’s episode VP of Training and Certifications Program, Erin Streeter joins us to talk about how the design thinking process led to a new Forrester product: Customer Experience Certification. This episode covers:
  1. Why is the demand for certificate programs are growing?
  2. How was the design thinking process followed to create this program?
  3. What customer feedback was  surprising? 
  4. What is the curriculum of a CX Certificate program?
October 12, 2018 01:00 PM PDT

This episode is a continuation from last week's discussion with Amy Shioji, VP Customer Experience & Insights at USA Today Network. You'll learn:

  • How USA Today has structured its CX measurement program and what metrics they use.Which platforms they use to collect feedback.
  • How they leverage feedback to guide the design of products/features/services.
  • How they customize dashboards for teams across the organization.

Relevant Forrester research:

"How To Build Your Voice Of The Customer Program"

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

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