The Cx Cast

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 impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task. Featuring: Maxie Schmidt, VP, Principal Analyst Joana de Quintanilha, VP, Principal Analyst Show Notes: 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 impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task.  We discuss:  Why is it important to prioritize journeys?  How can CX leaders go about it?  What are the ideal output

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, to examine the inner workings of journeys at E.ON.

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, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, about E.ON's journey with journey centricity.

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 measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies.

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.

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, revealing some exciting opportunities for both functions to be stronger together.

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 Forrester's 2024 CX Planning guide and pragmatic budgeting advice to meet the emergent needs of customers.

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 services industry heading in 2024.

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 healthcare. Tune in for insight on smart tech in hospitals, nontraditional benefits in plan designs, medical deserts, and other topics. 

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. We cover generative AI, open government, cross-agency collaboration and more as we discuss the state of CX in government and its path in 2024.

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 2023 trends and forecast data. They note the influence of digital and systemic risk on the biggest predictions.  Featuring: Sucharita Kodali, VP, Principal Analyst Fiona Swerdlow, VP, Research Director Show Notes: 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 2023 trends and forecast data. They note the influence of digital and systemic risk on the biggest predictions.  We cover:  How is the cross-channel experience evolving? What are implications for the associate experience?  What trends did we see in 2023 that will continue in 2024?   Where have trends re

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, airing throughout January.  A preview of Forrester’s 2024 events theme, “Human + AI,” and what it means for the customer lifecycle.  And more content from Forrester analysts throughout the year. 

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 organization. Angelina shares her findings from other interviews with other culture experts, who helped her explain the data.

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, goals, and potential broader impact and follow the seven key steps of effective journey mapping. Forrester VP and Principal Analyst Joana de Quintanilha joins to discuss how to align your journey mapping efforts with your overall CX strategy. Listen as we run through seven steps to do journey mapping right — whether to design customer-centric experiences, or align employees and cultures to customer needs. 

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, joins the CX Cast this week to share insights from her session at CX EMEA. 

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 how to take a tailored approach that matures over time. 

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, AJ explains how to guide participants to outcomes.

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? Producer Julia joined Martin at Forrester’s annual Technology & Innovation Forum in London to find out what’s hot in the world of technology. 

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, and prescriptive advice so you can confidently dive into this brave new world. 

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 outlines an approach for optimal workshop output.