We discuss the major CX developments of 2018 and what you should know for the year ahead.
Relevant Forrester blog posts:
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:
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.
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:
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.
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
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:
This episode is a continuation from last week's discussion with Amy Shioji, VP Customer Experience & Insights at USA Today Network. You'll learn:
Relevant Forrester research: