The CX Cast

349: CX Capability-Building And Activity-Tracking

Apr 9, 2024

Su Doyle and AJ Joplin, Senior Analysts, discuss how CX teams can grow capabilities and influence. They talk about identifying necessary capabilities, using standard tools, and being orchestrators of CX activities. The podcast emphasizes the importance of structured frameworks, value propositions, professional capabilities, and collaboration for CX success.

22:31

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Quick takeaways

Clear objectives and capabilities are vital for CX success, aligning initiatives with business goals.

Utilizing systematic tools aids in enhancing organizational capabilities and storytelling within CX teams.

Deep dives

The Importance of Collaboration Among CX Teams

Collaboration among CX teams is crucial for developing tools to enhance customer experiences. By working together, analysts at Forrester created a collection of tools aimed at guiding CX leaders and teams. These tools provide templates and frameworks for customizing client experiences, addressing the need for clear guidelines amid the evolving landscape of CX practices.

Introduction

3min

Crafting a Powerful Value Proposition for CX Success

8min

Enhancing Client Approach through Systems Thinking Tools and Professional Capabilities

3min

Building Organizational Capabilities and Facilitating Collaboration through Structured Approaches

3min

Navigating CX Strategy and Objectives

4min

CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward. Featuring: Su Doyle, Sr Analyst AJ Joplin, Sr Analyst Show Notes: CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward. We discuss: How can we identify the capabilities a CX team needs to achieve its unique goals? What is the impact of using a standard tool, built on market research, to support decision-making? CX doesn't own everything — and sometimes owns nothing. How can CX teams be orchestrators of CX activities? For more, see The Forrester CX Capability Inventory and CX Activity Maps.

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The CX Cast

349: CX Capability-Building And Activity-Tracking

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

The Importance of Collaboration Among CX Teams

Defining Objectives and Building Capabilities for CX Success

Enhancing Organizational Capabilities through Systematic Tools and Storytelling

Remember Everything You Learn from Podcasts