321: Shared CX

FromThe CX Cast

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321: Shared CX

FromThe CX Cast

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Length:

19 minutes

Released:

Sep 6, 2023

Format:

Podcast episode

Description

Many brands sell products through retailers. Forrester Senior Analyst Michelle Beeson joins the CX Cast this week to discuss how, now that we care more than ever about the customer experience, the brand and retailer partnership is more important than ever.

Released:

Sep 6, 2023

Format:

Podcast episode

Titles in the series (98)

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

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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
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
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
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
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
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
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
296 – CX Priorities: Enable CX With Technology: For Forrester’s fifth CX Priority, Martin and Principal Analyst Max Ball discuss how companies can gather, analyze, and make voice-of-the-customer data actionable by selecting and implementing the right tools. by The CX Cast
18 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
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
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
281: Top Research In VoC Management ft. Colleen Fazio: Meet Colleen Fazio, Senior Analyst, who leads Forrester research on voice of the customer (VoC). In this episode, Colleen highlights today’s biggest topics in VoC management, including how the convergence between the contact center and CX is an opportu... by The CX Cast
18 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
266: Forrester’s Periodic Table Of Insights by The CX Cast
22 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
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
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
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
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
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
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
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
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
284: Our Take On Reichheld’s Winning On Purpose And NPS 3.0: Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld. by The CX Cast
27 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
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
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
301 – Practitioner Stories: Embedding CX Design at Avangrid: Energy company Avangrid and UX research and design firm Blink return to discuss the role of design in creating quality experiences at Avangrid. Forrester Senior Analyst AJ Joplin guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, by The CX Cast
22 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
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

More Episodes from The CX Cast

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357: Everybody Needs A Journey Atlas: A journey atlas (also known as a catalog of journeys) helps companies establish and sustain a shared customer-centric language across silos. It creates a strategic, bird’s-eye view of what matters to customers to help companies prioritize, by The CX Cast
25 min listen
356: Enabling Frontline Employees Through Technology And Process Innovations: Frontline workers have an obvious role in the customer experience, but frontline work has changed a lot in the last five years. VP, Principal Analyst J. P. Gownder discusses the headwinds frontline workers face and the role that leaders need to embrace... by The CX Cast
21 min listen
355: CX At Majid Al Futtaim: Emirati holding company Majid al Futtaim won Forrester’s first-ever Customer Obsession Enterprise Award in 2023. Grégoire Charpe-Civatte, VP of CX and Innovation, joins the CX Cast this week to discuss how the CX team embeds CX into the firm's strategy... by The CX Cast
27 min listen
354: Getting Stakeholder Buy-in For Customer Research: How can you get stakeholders engaged in your CX research program? Forrester analyst Senem Biyikli combines her research expertise with practitioner interviews to offer best practices. by The CX Cast
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353: CX4IT: Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT organizations and why it matters. by The CX Cast
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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
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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
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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
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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
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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
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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
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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

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321: Shared CX

321: Shared CX

Description

Titles in the series (98)

More Episodes from The CX Cast

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