Episodes

  • 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 mins
  • 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 mins
  • 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 mins
  • 361: Practitioner Stories: CX At Prudential

    361: Practitioner Stories: CX At Prudential
    Jul 2 2024
    Julian Aldeco, VP, Head of Customer Voice and Obsession at Prudential Financial, gives a candid retelling of Prudential's CX transformation thus far. Aldeco offers details to guide other practitioners in varied topics, from CX strategy to measurement to culture.
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    30 mins
  • 360: Conversational AI For Customer Service

    360: Conversational AI For Customer Service
    Jun 25 2024
    Generative AI signaled a major shift in vendor strategy for conversational AI. What do CX pros and customer service leaders, as the customers of these vendors, need to know about the vendor landscape? Principal Analyst Max Ball gives an overview of vendor history and motivations to quickly adopt generative AI for customer service applications. But will this evolution finally enable self-service applications to drive consistently good experiences? We discuss.
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    17 mins
  • 359: Systems Thinking For CX: Collaboration And Productivity

    359: Systems Thinking For CX: Collaboration And Productivity
    Jun 18 2024
    Principles of systems thinking expand our view on how to transform experiences and support the employees that deliver those experiences. Forrester VP and Principal Analyst J. P. Gownder shares his research on productivity and collaboration and how his systems thinking approach reveals implications for the customer experience.
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    26 mins
  • 358: Generative AI And Search Product Discovery

    358: Generative AI And Search Product Discovery
    Jun 11 2024
    Search can make or break your digital experience, but how much do you really know about search vendors, the choices you can make, and how search really impacts customer loyalty? Forrester Principal Analyst Emily Pfeiffer joins us to share some insights into what CX leaders should know about commerce search.
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    31 mins
  • 357: Everybody Needs A Journey Atlas

    357: Everybody Needs A Journey Atlas
    Jun 4 2024
    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, assign responsibility, collaborate, and find shared value across journeys.
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    25 mins