The CX Cast

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.

Latest Episodes

Podcast

236: Tips And Tricks In Journey Transformation

The CX Cast November 12, 2020
In this week’s episode, Claudiu Coltea, Senior VP Head of Enterprise Customer Experience at Travelers, joins us again and discusses tips and best practices he’s been using in his work in journey transformation. We talk about what is journey transformation, how can this become a competitive advantage for companies and how to bring your organization […]
Podcast

235: Elevating The CX Practice And Discipline

The CX Cast November 5, 2020
In this week’s episode, Claudiu Coltea, Senior VP Head of Enterprise Customer Experience at Travelers, shares with us his path in CX in a variety of roles, what that looked like, and insights he has gathered along the way to help elevate the CX practice and discipline.
Podcast

234: Mastercard’s Shift In Strategy And Employee Experience

The CX Cast October 29, 2020
In this week’s episode, we discuss with Karen Pascoe, SVP Customer Experience and Design at Mastercard, on how Mastercard and its CX function responded and pivoted as a result of the pandemic. Specifically we dive into how Mastercard shifted their response in strategy, markets, and employee experience.
Podcast

233: Design Teams In 2020: Evolution And Expansion

The CX Cast October 8, 2020
The profession traditionally known as user experience (UX) has expanded, bridging toward adjacent disciplines — especially product strategy, product management, data science, and customer experience (CX). To understand this evolving landscape, we discuss with Principal Analyst Gina Bhawalkar about what is the state of design teams in 2020? What are design teams working on and how do we […]
Podcast

232: Part 2: Delight The Right Customers To Build A Successful Business

The CX Cast October 1, 2020
In this week’s episode, we continue to discuss with Principal Analyst TJ Keitt about a new type of customers to consider to help companies prioritize which CX improvements to make, devotees. The questions we will answer in this episode is how can you find the devotees that your company has and use insights into this […]
Podcast

231: Part 1: Delight The Right Customers To Build A Successful Business

The CX Cast September 18, 2020
In this week’s episode, we discuss with Principal Analyst TJ Keitt about a new type of customers to consider to help companies prioritize which CX improvements to make. The questions we will answer in this episode is who is this new valuable customer segment? And what is the business case for focusing on this group […]
Podcast

223: Let Customer Emotions Influence Your CX Strategy (R)

The CX Cast August 27, 2020
COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy? Click the […]
Podcast

230: Redesigning Physical Spaces Now In Response To COVID-19

The CX Cast August 20, 2020
COVID-19 concerns are dominating in-person customer experiences as businesses reopen their doors. Businesses must attempt to ease concerns by improving and clearly communicating safety measures. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are some of the key findings in this research and what we are seeing that’s evolving in customer […]
Podcast

229: Digital CX And Design Trends, 2020

The CX Cast August 13, 2020
Eight trends in 2020 are shaping how experience design (XD) professionals and their companies should improve their customers’ experiences with digital touchpoints, from apps to websites to Alexa skills. In this episode, we discuss with Principal Analyst Andrew Hogan, about what are the digital CX and design trends to look out for this year. Click […]
Podcast

227: The Customer Experience Index, 2020 (R)

The CX Cast August 6, 2020
As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020. Click the titles below for more on this topic: The […]
Podcast

228: A Framework For Helping Customers In Crisis

The CX Cast July 30, 2020
Right now, businesses are showing their character as they respond to unprecedented change in near real time. In this episode, we discuss with Senior Analyst Amit Bhatia, about how companies can prioritize what changes to make to their strategy in response to the pandemic. Click the titles below for more on this topic: A Framework […]
Podcast

227: The Customer Experience Index, 2020

The CX Cast July 23, 2020
As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience? In this week’s episode, we discuss this year’s Forrester CX Index results and how are companies’ customer experiences doing going into 2020. Click the titles below for more on this topic: The […]
Podcast

226: Part 2: How To Gain Organization-Wide Support For Innovation | Guest: Mark Johnson

The CX Cast July 16, 2020
Successful innovation requires that key stakeholders and teams help transform ideas into action. On this week’s episode we continue our conversation with Mark Johnson, co-founder and senior partner at Innosight, and discuss how teams successfully implement changes, get executives on board and avoid the common pitfalls with innovation efforts. Click the titles below for more […]
Podcast

225: Part 1: How To Drive Breakthrough Innovation | Guest: Mark Johnson

The CX Cast July 9, 2020
Mark Johnson, co-founder and senior partner at Innosight, shares his thinking about innovation behind his book Lead From The Future: How To Turn Visionary Thinking Into Breakthrough Growth. In this episode, we discuss how to drive breakthrough innovation; from framing the effort to balancing the future vision with the current state. Click the titles below […]
Podcast

219: Evaluate And Adjust Your VoC Program To During COVID-19 (R)

The CX Cast June 4, 2020
It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to adapt your approach. In this episode, Senior CX Analyst Faith Adams joins us to discuss customer feedback programs, including […]
Podcast

224: Bringing CX And Marketing Together At CX North America

The CX Cast May 28, 2020
Often CX and marketing teams are at odds with each other — they are working in opposites directions, ignoring each other, or squabbling over territory. Ironically, in the fracas, they missed a golden opportunity: Many of the skills that one group lacked, the other had in spades. In this episode, VP Group Director, Melissa Parrish, […]
Podcast

223: Let Customer Emotions Influence Your CX Strategy

The CX Cast May 21, 2020
COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy? Click the […]
Podcast

222: Steps Companies Are Taking In Response To COVID-19

The CX Cast May 14, 2020
The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. In this episode, Senior Analyst, Judy Weader, shares with us different ways companies are adjusting their policies and procedures and three points that can help you get started with your company’s response […]
Podcast

221: Establish, Extend, And Elevate Your Design Measurement Approach

The CX Cast May 7, 2020
Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. But to lock in and sustain these benefits, you need to systematize your design measurement practice. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: How do you […]
Podcast

220: Five Best Practices For Measuring Business Impact Of Design

The CX Cast April 23, 2020
Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: What steps can companies take to measure the business impact of experience design? The complexity of this topic and […]