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The CX Cast
Category: Business
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August 31, 2018 09:00 AM PDT

In this episode, we answer the questions: What roles comprise the experience design practice; What tools and technologies do experience designers need to get the job done?

Referenced Forrester Research:

"The Forrester Tech Tide™: Experience Design, Q3 2018"

August 24, 2018 12:00 PM PDT

To improve customer experience (CX), many firms seek outside help from an agency or consultancy that offers experience design (XD) services. But these XD providers often use the language and concepts of experience design to mean and create entirely different things. In this episode, Senior Analyst Andrew Hogan shares tips and tricks for identifying providers that best match your organization's needs and culture.

Referenced Forrester research:

"How To Select An Experience Design Provider, North America, 2018"

August 17, 2018 01:51 PM PDT

Design services and the companies that provide them have changed. The changes are for the better, but these experience design (XD) providers' words and processes — whether around design thinking, interface design, service design, or product design, for example — often sound alike and blend together. In this episode, Senior Analyst Andrew Hogan clarifies the three categories of XD providers, what kinds of solutions they each specialize in, and how they work with clients.

Referenced Forrester research:

"Business Designers, North America, Q2 2018"

"Convergent Designers, North America, Q2 2018"

"Specialty Designers, North America, Q2 2018"

August 09, 2018 07:01 AM PDT

Jaap Wilms is back for another conversation, this time talking to us about what he's learned about how to create a high-functioning NPS program, one that is responsive to local needs, but also that has consistency across geographies. Topics covered include how to ensure consistency of surveys and reporting, integration of data, and then using local colleagues to make it relevant for each country. Jaap also talks about how to select the right people to manage NPS program, people with a passion for telling the story of the data, rather than someone with data expertise who can't tell an engaging story.


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August 01, 2018 09:00 PM PDT

Jaap Wilms, a CX expert based in Netherlands, shares his perspective on how to use data and customer feedback to tell stories that get employees to pay attention to CX. We also talk about the pros and cons of Net Promoter Score, and the importance of having a discussion around why we are asking customers for feedback, not just obsessing over the scores.

Links:

 

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

July 24, 2018 09:00 PM PDT

In the previous episode, we explained why it is a mistake to pay employees for delivering better customer experiences (CX). In this episode, Forrester analysts Maxie Schmidt and Sam Stern share best practices for motivating employees to deliver great CX without monetary incentives.

Referenced Forrester research:
"Why Paying Employees For Delivering Good CX Is A Bad Idea" (http://bit.ly/2LkcTok)

July 18, 2018 09:00 PM PDT

It is a mistake to pay employees for delivering better customer experiences (CX). In this episode, Forrester analysts Maxie Schmidt and Sam Stern explain why.

Referenced Forrester research:

"Why Paying Employees For Delivering Good CX Is A Bad Idea" (http://bit.ly/2LkcTok)

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:

Retail

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)

Automotive

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

Insurance

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)

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