308: Generative AI Needs Design And Will Transform It

352: Customer-Centric Culture At LinkedIn: Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offers his perspective as a former Forrester analyst-turn... by The CX Cast

17 min listen

351: CX At LinkedIn with Sam Stern: Sam Stern, founding CX Cast host, returns to the podcast to share his experiences as Senior Manager of CX at LinkedIn. Sam and Angelina talk about the importance of maintaining trust and confidence by improving customer experiences. by The CX Cast

17 min listen

CX, Customer Success, And Marketing Together At B2B Summit: It’s time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forrester’s B2B Summit, diving into insights shared on orchestrating comprehensive buyer and customer expe... by The CX Cast

16 min listen

349: CX Capability-Building And Activity-Tracking: CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX te... by The CX Cast

23 min listen

348: Design For Empathy: Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. by The CX Cast

20 min listen

347: How To Prioritize Customer Journeys: You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most i... by The CX Cast

22 min listen

346: Journey Centricity At E.ON: Part 2: In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, by The CX Cast

33 min listen

345: Journey Centricity At E.ON: Part 1: Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, by The CX Cast

24 min listen

Scale Your CX Measurement Program: Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measure... by The CX Cast

23 min listen

344: Demystifying Generative AI: What do CX pros need to know about the promises and perils of generative AI? Forrester VP and Principal Analyst Martha Bennett explains the statistical complexity in layman’s terms and offers recent CX examples to illustrate the new paradigm. by The CX Cast

27 min listen

342: What CX Leaders Need To Know About RevOps: Revenue operations teams and CX teams have overlapping interests when it comes to understanding the customer and improving the buying experience. Principal Analyst Anthony McPartlin gives us an initial overview of RevOps, by The CX Cast

15 min listen

341: CX Planning Guide: CX leaders must invest to drive customer-focused action. This means investing more in tech to create and improve experiences, critical employee skills, unstructured feedback, and predictive modeling. Principal Analyst Pete Jacques walks us through Forr... by The CX Cast

20 min listen

340: CX Predictions 2024: Financial Services: Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, VP, Research Directors Oliwia Berdak and David Hoffman join us to talk about where they see the financial s... by The CX Cast

23 min listen

339: CX Predictions 2024: Healthcare: Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Judy Weader and Shannon Germain Farraher get into the CX implications of the biggest predictions in health... by The CX Cast

25 min listen

338: CX Predictions 2024: Government: Every year Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode Principal Analyst Riccardo Pasto joins us to talk about where he sees Government CX heading in 2024. by The CX Cast

21 min listen

337: CX Predictions 2024: Retail: Forrester predictions are grounded in the previous year’s trends. To that end, VP, Principal Analyst Sucharita Kodali and VP, Research Director Fiona Swerdlow offer CX pros insight into 2024’s biggest changes in retail experience by first outlining 202... by The CX Cast

21 min listen

CX Cast: 2024 Preview: Though we’re out for the holidays this week, we’re dropping in with a short preview of what we have planned for the CX Cast in 2024. Tune in to hear what’s to come, including: Our annual series on Forrester’s 2024 predictions, by The CX Cast

8 min listen

335: Culture Energy On The Front Lines: Forrester’s culture energy data reveals that culture varies across organizations, including within an individual company. In this episode, Martin interviews Angelina on her findings regarding customer-facing employees’ unique culture within an organiza... by The CX Cast

22 min listen

334: Seven Steps Of Highly Effective Journey Mapping: Journey maps are wildly popular, and for good reason: Done right, they can transform your company’s customer experience and even alter its culture. But producing journey maps won’t change anything unless CX professionals think ahead about purpose, by The CX Cast

31 min listen

333: Practitioner Stories: Managing Global CX At HSBC: Managing global complexity is a major challenge when it comes to understanding what customers want, delivering customer goals, and measuring success. Gail Russell, global head of customer experience, wealth, and personal banking at HSBC, by The CX Cast

25 min listen

332: How To Set CX Metrics Goals: CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every organization is at a different point in their measurement journey. Rich Saunders, Senior Analyst, describes the challenges in setting the right metric goals and ho... by The CX Cast

31 min listen

331: How To Design Great Workshop Activities: Senior Analyst AJ Joplin goes deeper into how to design, plan, and facilitate a workshop, this time discussing approaches to designing the workshop activities. Whether your workshop is for journey mapping or experience design, by The CX Cast

22 min listen

330: What CX Leaders Need To Know About Technology: Technology underpins great CX. But how much do you really know about how your platforms work? How much do you need to know? What’s the next big technology that you need to pay attention to? OK, obviously it’s generative AI, but what else? by The CX Cast

15 min listen

329: What CX Leaders Need To Know About Generative AI: Generative AI (GenAI) will have a transformative impact on customer experience. VP, Principal Analyst David Truog guides CX leaders on how to harness the creativity and navigate the risks of GenAI for better CX. He offers definitions, use cases, by The CX Cast

30 min listen

328: How To Facilitate A Great Workshop: Workshops have grown in popularity as a frequent activity for CX pros. But successful workshop facilitation requires skill and thoughtful planning. Forrester Senior Analyst AJ Joplin discusses the importance of improving workshop facilitation and outli... by The CX Cast

26 min listen

Episode 327: Empathy Part II & Welcome New Analyst!: In this episode, we welcome back Senem Guler Biyikli, now officially an analyst! She joins us to discuss the link between anthropology and CX, her current research on empathy, and how to promote empathy in a digital environment. by The CX Cast

14 min listen

326: CX Safari: In this episode, CX Cast host and Forrester VP and Research Director Martin Gill joins Senior Analyst Michelle Beeson to describe a workshop activity they used to bring the frameworks of value for customer to life. They had participants, by The CX Cast

16 min listen

325: The State Of CX Teams: Every year, Forrester’s global survey of firms’ customer experience (CX) programs presents up-to-date insights into CX teams. Variation across CX teams, including team size, responsibility, and budget, is a main theme in the 2023 results. by The CX Cast

23 min listen

324: Journey Mapping Trends: It’s a topic that is a perennial favorite among CX pros: journey mapping. Today, journey mapping platforms help not only with mapping itself but with visualization, brainstorming, and ideation, as well. Covering the key trends is Forrester Senior Analy... by The CX Cast

16 min listen

Discover this podcast and so much more

308: Generative AI Needs Design And Will Transform It

308: Generative AI Needs Design And Will Transform It

Description

Titles in the series (98)

More Episodes from The CX Cast

Related podcast episodes