285: Harness Friction In Customer Journeys To Drive Emotional Engagement

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

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

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

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

260: Don’t Miss Your Anywhere Work Opportunity: C-level leaders know they are on the hook for an anywhere-work strategy beyond the pandemic. A striking 75% of CEOs surveyed expect their office spaces to shrink. But many aren’t sure what benefits they can expect from such a bold move nor do they know... by The CX Cast

23 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

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

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

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

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

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

22 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

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

287: The Metaverse Means Next Gen CX: Consider the perfect customer experience without the unfriendly limitations of the physical environment. The metaverse could offer this. VP, Principal Analyst David Truog returns to explain the state of the metaverse and what it means for the future of... by The CX Cast

30 min listen

291: Our 2023 CX Predictions 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

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

297 – CX Leader Priorities: Measure CX Performance And Prove ROI: Forrester analysts Maxie Schmidt-Subramanian and Pete Jacques explain how to establish an enterprise-wide CX measurement program to track the success of CX activities and demonstrate the ROI of improving CX. by The CX Cast

21 min listen

273: Customer Experience At NASA: Hearing and enacting customer needs can be challenging in a federal IT environment with specific cybersecurity and privacy regulations, and with a customer base spanning 60,000 employees plus external partners. In this episode, by The CX Cast

26 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

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

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

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

CX Cast 2023 Trailer: The CX Cast returns with episodes dropping every Tuesday! Angelina and Martin host a seemingly endless array of CX experts who dive deep into the research and distill big insights into clear and direct actions. by The CX Cast

5 min listen

292 – CX Leader Priorities: Establish, Fund, And Scale The CX Function: Martin and Angelina kick off a series of episodes focused on priorities for leaders to achieve CX transformation. Forrester senior analyst Judy Weader describes the importance of setting up a CX function that brings value back to the business. by The CX Cast

22 min listen

275: The Right Performance Management Matters For EX And CX!: Improving employee performance is a critical goal for execs, yet many still rely on traditional HR-led practices of performance management that are rarely fit for purpose for today’s workforce. While leaders realize they can’t “command and control” the... by The CX Cast

21 min listen

310: CX EMEA: This week we come live from Forrester’s CX EMEA conference where we speak to some of the analysts presenting on emerging technology, ChatGPT, Cookieless marketing and more, as well as catch up with one of our keynote speakers, by The CX Cast

20 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

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

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

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285: Harness Friction In Customer Journeys To Drive Emotional Engagement

285: Harness Friction In Customer Journeys To Drive Emotional Engagement

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