The CX Cast® By cover art

The CX Cast®

By: Forrester
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  • Summary

  • 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.
    © 2019 Forrester Research, Inc. and/or its subsidiaries. All rights reserved.
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Episodes
  • 355: CX At Majid Al Futtaim

    355: CX At Majid Al Futtaim
    May 21 2024
    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 and drives action across the organization. Featuring: Grégoire Charpe-Civatte, VP of CX and Innovation at Majid al Futtaim Show notes: Emirati holding company Majid al Futtaim won Forrester’s first-ever Customer Obsession Enterprise Award in 2023. CX At Majid Al Futtaim We discuss: How do you make CX resonate in very different businesses? What’s happened since Majid al Futtaim won our CX award last year, and what’s top of mind now? How are you scaling for innovation? What’s next? How are you using AI?
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    27 mins
  • 354: Getting Stakeholder Buy-in For Customer Research

    354: Getting Stakeholder Buy-in For Customer Research
    May 14 2024
    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.
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    18 mins
  • 353: CX4IT

    353: CX4IT
    May 9 2024
    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. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT. Featuring: Gordon Barnett, Principal Analyst Show Notes: 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. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT. We discuss: Who are the “customers” in CX4IT? Is there a specific definition of CX when it comes to IT offerings? What are the benefits of CX4IT? Do CX pros partner with IT to make CX4IT happen, or is this an opportunity space? Does best-in-class CX4IT look the same in every organization? How can CX pros approach the IT org to inspire change? Read The Tech Executive’s Guide To CX4IT to learn more.
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    25 mins
Management Marketing Career Success Economics
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