327: Empathy Part II & Welcome New Analyst!

FromThe CX Cast

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327: Empathy Part II & Welcome New Analyst!

FromThe CX Cast

ratings:

Length:

14 minutes

Released:

Oct 24, 2023

Format:

Podcast episode

Description

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.

Released:

Oct 24, 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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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
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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
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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
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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
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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
266: Forrester’s Periodic Table Of Insights by The CX Cast
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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
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
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
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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
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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
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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
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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
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291: Our 2023 CX Predictions by The CX Cast
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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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327: Empathy Part II & Welcome New Analyst!

327: Empathy Part II & Welcome New Analyst!

Description

Titles in the series (98)

More Episodes from The CX Cast