347: How To Prioritize Customer Journeys
You’ve identified dozens of journeys and hundreds of moments of truth that matter to your...
22:25
347: How To Prioritize Customer Journeys
You’ve identified dozens of journeys and hundreds of moments of truth that matter to your...
22:25
346: Journey Centricity At E.ON: Part 2
In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester...
32:55
345: Journey Centricity At E.ON: Part 1
Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for...
23:32
Scale Your CX Measurement Program
Most large organizations operate across lines of business, products, segments, brands, and/or...
22:39
344: Demystifying Generative AI
What do CX pros need to know about the promises and perils of generative AI? Forrester VP and...
26:31
Product managers and CX pros have a lot of overlapping skills and responsibilities. What are...
21:55
342: What CX Leaders Need To Know About RevOps
Revenue operations teams and CX teams have overlapping interests when it comes to understanding...
14:48
CX leaders must invest to drive customer-focused action. This means investing more in tech to...
19:43
340: CX Predictions 2024: Financial Services
Every year, Forrester looks to the future to predict what we think will happen across industries,...
22:58
339: CX Predictions 2024: Healthcare
Every year, Forrester looks to the future to predict what we think will happen across industries,...
25:23
338: CX Predictions 2024: Government
Every year Forrester looks to the future to predict what we think will happen across industries,...
21:16
337: CX Predictions 2024: Retail
Forrester predictions are grounded in the previous year’s trends. To that end, VP, Principal...
20:48
Though we’re out for the holidays this week, we’re dropping in with a short preview of what we...
08:07
335: Culture Energy On The Front Lines
Forrester’s culture energy data reveals that culture varies across organizations, including...
22:28
334: Seven Steps Of Highly Effective Journey Mapping
Journey maps are wildly popular, and for good reason: Done right, they can transform your...
31:20
333: Practitioner Stories: Managing Global CX At HSBC
Managing global complexity is a major challenge when it comes to understanding what customers...
25:18
332: How To Set CX Metrics Goals
CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every...
30:45
331: How To Design Great Workshop Activities
Senior Analyst AJ Joplin goes deeper into how to design, plan, and facilitate a workshop, this...
21:42
330: What CX Leaders Need To Know About Technology
Technology underpins great CX. But how much do you really know about how your platforms work? How...
15:11
329: What CX Leaders Need To Know About Generative AI
Generative AI (GenAI) will have a transformative impact on customer experience. VP, Principal...
30:01
Straight Talking
Episodio
Daye Deng - Divergent Paths
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