Episodios

  • 369: How To Plan A CX Day

    369: How To Plan A CX Day
    Aug 27 2024
    CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is built before the event and excitement for CX is sustained after the event. With a great theme and employee-focused planning, you can use CX Day as a moment to educate and celebrate employees, and drive a customer-focused culture. Featuring: Martin Gill, VP, Research Director Angelina Gennis, Senior Analyst Show Notes: CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is built before the event and excitement for CX is sustained after the event. With a great theme and employee-focused planning, you can use CX Day as a moment to educate and celebrate employees, and drive a customer-focused culture. This week, Angelina and Martin answer: What is CX Day? Why do CX teams organize it? What sorts of activities happen on CX Day? How do you drive engagement? What are the success indicators of the event? Where should you start if you're planning your first CX day? Where can you find inspiration?
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    24 m
  • 368: How To Solve For CX With GenAI Hackathons

    368: How To Solve For CX With GenAI Hackathons
    Aug 20 2024
    How can CX leaders apply generative AI to creating customer experiences or transforming their work? Listen to learn how CX leaders can run genAI hackathons to help Forrester teams and clients experiment with genAI tools in a safe, fun, and engaging environment.
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    26 m
  • 367: The State of CX Measurement

    367: The State of CX Measurement
    Aug 13 2024
    Every year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement programs are reporting improvements in 2024 compared to 2023. Forrester VP, Principal Analyst Maxie Schmidt explains why there are persistent gaps in what CX measurement programs can do compared to current maturity.
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    26 m
  • 366: CX Case Studies Overview

    366: CX Case Studies Overview
    Aug 6 2024
    Culture work underpins every successful customer experience (CX) transformation. Martin and Angelina discuss Forrester’s collection of case studies that capture diverse efforts to build a customer-focused culture change to ultimately improve the customer experience.
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    17 m
  • 365: Harness Mental Models To Create Strategic Alignment

    365: Harness Mental Models To Create Strategic Alignment
    Jul 30 2024
    Mental models operate throughout your organization. They determine what we believe will occur and create expectations, predictions, and decisions — for customers, executives, and employees. VP and Principal Analyst Joana de Quintanilha explains harnessing mental models and applies it to CX pros’ biggest business challenges.
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    26 m
  • 364: Global And Local Themes At Our CX Summits

    364: Global And Local Themes At Our CX Summits
    Jul 23 2024
    CX event season may be over, but we're not done with it on the CX Cast yet! VP, Research Director Rick Parrish joins us this week to compare and contrast his experience hosting CX North America with Martin's experience hosting CX EMEA this year.
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    27 m
  • 363: Live At CX Summit EMEA, 2024

    363: Live At CX Summit EMEA, 2024
    Jul 16 2024
    We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year, sessions will focus on blending generative AI with human capabilities, plus how this will impact CX, marketing, and digital. We capture some familiar (and new!) voices discussing the research they’ll be sharing throughout the event. Featuring: Multiple speakers and attendees Show Notes: We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year, sessions will focus on blending generative AI with human capabilities, plus how this will impact CX, marketing, and digital. We capture some familiar (and new!) voices discussing the research they’ll be sharing throughout the event. You’ll hear: What Forrester analysts are most excited to share this year. What's top-of-mind for CX practitioners. Learn more about Forrester’s CX events here.
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    19 m
  • 362: Live At CX Summit North America, 2024

    362: Live At CX Summit North America, 2024
    Jul 9 2024
    We come to you live this week from Forrester’s annual CX Summit North America conference in Nashville, Tennessee. This year, sessions will focus on blending generative AI with human capabilities, plus how this will impact CX, marketing, and digital. We capture some familiar voices discussing the research they’ll be sharing throughout the event.
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    16 m