Forrester's CX Cast

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Forrester's CX Cast

347: How To Prioritize Customer Journeys

You’ve identified dozens of journeys and hundreds of moments of truth that matter to your...

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346: Journey Centricity At E.ON: Part 2

In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester...

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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...

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Scale Your CX Measurement Program

Most large organizations operate across lines of business, products, segments, brands, and/or...

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344: Demystifying Generative AI

What do CX pros need to know about the promises and perils of generative AI? Forrester VP and...

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343: Product Management 101

Product managers and CX pros have a lot of overlapping skills and responsibilities. What are...

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342: What CX Leaders Need To Know About RevOps

Revenue operations teams and CX teams have overlapping interests when it comes to understanding...

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341: CX Planning Guide

CX leaders must invest to drive customer-focused action. This means investing more in tech to...

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340: CX Predictions 2024: Financial Services

Every year, Forrester looks to the future to predict what we think will happen across industries,...

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339: CX Predictions 2024: Healthcare

Every year, Forrester looks to the future to predict what we think will happen across industries,...

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338: CX Predictions 2024: Government

Every year Forrester looks to the future to predict what we think will happen across industries,...

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337: CX Predictions 2024: Retail

Forrester predictions are grounded in the previous year’s trends. To that end, VP, Principal...

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CX Cast: 2024 Preview

Though we’re out for the holidays this week, we’re dropping in with a short preview of what we...

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335: Culture Energy On The Front Lines

Forrester’s culture energy data reveals that culture varies across organizations, including...

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334: Seven Steps Of Highly Effective Journey Mapping

Journey maps are wildly popular, and for good reason: Done right, they can transform your...

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333: Practitioner Stories: Managing Global CX At HSBC

Managing global complexity is a major challenge when it comes to understanding what customers...

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332: How To Set CX Metrics Goals

CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every...

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331: How To Design Great Workshop Activities

Senior Analyst AJ Joplin goes deeper into how to design, plan, and facilitate a workshop, this...

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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...

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329: What CX Leaders Need To Know About Generative AI

Generative AI (GenAI) will have a transformative impact on customer experience. VP, Principal...

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