279: Co-Host Andrew Hogan On All Things Design

250: Benchmark Customer Journeys To Drive Emotional Engagement (R): To know what good customer journeys look like — and to benchmark them — customer experience (CX) pros need to understand how to design for emotion. This requires gaining a more granular understanding of how emotions impact CX and discrete customer jour... by The CX Cast

27 min listen

261: SCAN Health Plan – Building Customer Empathy: Building empathy with your customers is vital, particularly when your audience is part of the ‘silver tsunami’ of a rapidly growing ageing population. In this episode we’re joined by Archie Dey, Director of Consumer Experience and Insights at SCAN Heal... by The CX Cast

27 min listen

238: How Equity For Your Employees Drives Equity For Your Brand (R): As issues of gender equality, racial justice, and discrimination across the diversity spectrum hit the headlines, organizations are struggling to respond to customers, employees, and other stakeholders. In this episode, by The CX Cast

16 min listen

271: CX Participation Is Vital To Automation Success: Customer experience’s (CX) goal of “humanizing” experiences might seem far removed from automation’s focus on removing humans from business processes. But the pandemic-induced push to serve customers online has brought these two forces together, by The CX Cast

20 min listen

267: Forrester’s User Experience (UX) Research Team – From Design For Work To Inclusive Design: Forrester’s customer experience (CX) research team, and it’s user experience (UX subteam), covers a variety of topics. In this episode we’re joined by VP, Research Director Ian Jacobs to discuss his expertise in customer service and chatbots, by The CX Cast

26 min listen

265: Assurant – How To Structure CX In A Decentralized Organization: Choosing how to organize and operate a customer experience (CX) team depends on many factors, including the business’s maturity, goals, structure, and culture. In this episode we’re joined by Deborah Cornwell, by The CX Cast

26 min listen

282: Characteristics Of Culture: Angelina describes the frameworks of two different Forrester reports – The Four Characteristics Of Organizational Culture and Make Culture An Agent Of Change. She gives examples of purpose, behavioral norms, rituals, by The CX Cast

16 min listen

253: Agile and Design Teams – Better Together (R): Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don’t rely on the same workflow, artifacts, by The CX Cast

16 min listen

264: CX Strategy Essentials: The precise definition and composition of a customer experience (CX) strategy has proven elusive for many business leaders. Getting it right is essential, though, as the CX strategy plots how a business will execute on its CX vision, by The CX Cast

20 min listen

268: Take Employee Wellness Beyond Benefits: Modern business was tough enough, and then the pandemic ushered us into the future of work today, quickly reforming how, why, and where work happens. This forced employees to be more collaborative, more innovative, by The CX Cast

20 min listen

262: Collaboration And Growth Strategies To Power CX Transformation: High-functioning customer experience (CX) teams don’t treat CX as a standalone function, rather they determine what they can do themselves and what requires internal and external partnerships. In this episode we’re joined by Executive Partner and Senio... by The CX Cast

19 min listen

270: Trifacta – Improving Customer ROI: Great customer service helps customers get the most out of your product and services. This requires complex and varied work across internal teams, customer journey touchpoints, and regularly reassessing strategies. by The CX Cast

29 min listen

263: Customer Obsession Explained: Companies that put the customer at the center of their leadership, strategy, and operations enjoy stronger revenue growth, more satisfied customers, and more engaged employees than their competitors. And customer-obsessed firms can better pivot in resp... by The CX Cast

24 min listen

278: Is CX In Europe Different?: Forrester VP and Research Director Martin Gill explains how customer preferences in Europe are different than in the US, how European organizations may have different objectives, but CX management best practices remain consistent, globally. by The CX Cast

19 min listen

272: Forrester’s CX Index™ And Improving Customer Experience Quality: In this episode, we’re joined by Principal Analyst Pete Jacques, Ph.D. to discuss his background, experience on Forrester’s Customer Experience Index (CX Index™) team, and his coverage area on the Customer Experience Research team. by The CX Cast

17 min listen

251: Design For Work — Boost Productivity And Satisfaction By Transforming Enterprise UX (R): From CEOs to entry-level employees, people rely on digital tools at work — tools that are mostly inadequate or even terrible in terms of user experience (UX). These enterprise UX problems cause their companies to waste time, by The CX Cast

21 min listen

276: 2022 CX Predictions: In 2022, brands will look to their customer experience (CX) teams to help them navigate their way through the pandemic by adjusting to a new normal and managing customer expectations and emotions around impending and ongoing product shortages. by The CX Cast

15 min listen

279: Co-Host Andrew Hogan On All Things Design: Introducing our new co-host, Principal Analyst Andrew Hogan, who brings design expertise, as well as curiosity for general CX management. Andrew talks about how he applies design thinking to everything he interacts with, by The CX Cast

14 min listen

277: Designing Chatbots Part 2: VP, Principal Analyst David Truog returns to offer more basic knowledge on designing chatbots, including conversational design best practices. Most chatbots disappoint, often because organizations focus too heavily on the technology and not enough on t... by The CX Cast

23 min listen

246: Enabling Employees In A Work From Home Model (R): Great customer experience (CX) and employee experience (EX) go hand in hand. To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs. In this episode, we are joined by Verizon’s Vice President of Sales and ... by The CX Cast

20 min listen

266: Forrester’s Periodic Table Of Insights by The CX Cast

22 min listen

283: Amex Takes VoC To The Next Level: Luis Angel-Lalanne, VP of Customer Voice at American Express, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action. by The CX Cast

19 min listen

269: Designing Chatbots With The User In Mind: The use of chatbots continues to proliferate as companies double down on digital, but many deliver poor user experiences. In this episode, we’re joined by VP, Principal Analyst David Truog to discuss his research on conversational AI (voice and text ch... by The CX Cast

20 min listen

TD Bank’s CX Journey: Jenn Lang, VP Enterprise Customer Experience and Consumer Insights at TD, joins the Cast to talk about CX at TD and their journey towards building a more strategic and holistic view of customer experience. by The CX Cast

20 min listen

274: Customer Experience For CMOs – Championing CX: Customer experience (CX) is a CMO imperative because CMOs who champion CX can ensure that brand is infused throughout the customer lifecycle. But championing CX requires understanding the relationship between CX and brand, by The CX Cast

11 min listen

286: How To Advocate Internally For DEI: Forrester researcher Nick Monroe discusses what it means to be an advocate for diversity, equity and inclusion (DEI) practices, whether as a senior leader, or an individual contributor. He draws on his academic research and experience leading company-w... by The CX Cast

24 min listen

285: Harness Friction In Customer Journeys To Drive Emotional Engagement: VP, Principal Analyst Joana de Quintanilha joins to explain why too little friction in the customer journey can be bad for business – and even the customer. Learn more in her Forrester blog post. by The CX Cast

18 min listen

294 – CX Priorities: Embed Customer Insights Into The Business: For Forrester’s third CX Priority, VP and Principal Analyst Joana de Quintanilha comes on the Cast to discuss the tools, insights, and metrics you can leverage to drive customer-centric action throughout the entire CX ecosystem. by The CX Cast

20 min listen

289: Empathy in Customer Service: Customer service agents and frontline workers embody a brand and its values to customers. However, there’s an inherent risk, given the growing complexity of service interactions and the supporting technology, by The CX Cast

22 min listen

288: The Green Consumer Paradox: Consumers, and European consumers in particular, increasingly expect brands to protect the environment. In fact, there’s no “one size fits all” approach when it comes to green consumers. This podcast with VP, by The CX Cast

22 min listen

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279: Co-Host Andrew Hogan On All Things Design

279: Co-Host Andrew Hogan On All Things Design

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