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The CX Cast
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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"

October 04, 2018 12:00 PM PDT

This week, we chat with special guest, Amy Shioji, VP Customer Experience & Insights at USA Today Network, about how they established CX as a business practice. You'll learn:

  • How they built their CX team and enabled employees.
  • How the team collaborated with the rest of the organization.
  • How they have fostered a customer centric-culture and explained CX to non-customer-facing employees.
  • September 24, 2018 09:00 PM PDT

    You know that people’s experiences with your company, your products, and your services make all the difference in whether they decide to stay with you or switch to a competitor. It’s why you strive to make those experiences seamless and immersive — but that’s a tall order, which is why we’re tackling the problem head on at our Customer Experience Forum in San Francisco this year. We'll give you preview of what we're talking about, in this episode.

    Register for CX SF 2018

    September 12, 2018 09:00 PM 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 form 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 Bhalwalkar explains: 1) The accessibility opportunity and how CX pros and their colleagues can make the business case 2) How to get started making accessible and profitable digital experiences

    Referenced Forrester Research

    "The Billion-Customer Opportunity: Digital Accessibility"

    September 07, 2018 08:00 AM PDT

    This week, we speak with Principal Analyst Emily Collins about loyalty programs and their influence on customer experience: How to think about loyalty programs as not just transactional systems but rather as the starting point for greater engagement with some of your best customers.

    Relevant Forrester Research:

    "Be A Loyalty Company, Not A Company With A Loyalty Program"

    "Change Is Good, Even For Loyalty Programs"

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