The CX Cast

Why should CX professionals care about brand experience (BX)? Forrester VP, Principal Analysts Dipanjan Chatterjee and Thomas Husson join the podcast to discuss the challenges organizations face in delivering a total experience and shed light on how BX can help drive growth.

Dive into the intricacies of cultivating a customer-centric culture in organizations. Discover a three-step blueprint for transforming employee behaviors that drive customer loyalty. Delve into the essential characteristics of organizational culture, from purpose to rituals, and how they influence customer experiences. Learn about collaborative innovations between customer experience and security teams. Finally, explore practical leadership strategies to guide cultural change and foster ongoing engagement in customer-focused practices.

Join David Brodeur-Johnson, a Principal Analyst at Forrester specializing in employee experience, as he reveals the powerful connection between employee and customer experiences. He discusses how empowering employees can lead to improved customer trust and satisfaction. Learn about the importance of creating a safe space for honest feedback and the role of leadership in driving action from employee insights. Discover strategies for effective listening and the use of technology to enhance both employee and customer journeys.

Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytics. He outlines the path forward – even for those intimidated by advanced analytics.

Martha Bennett, VP and Principal Analyst at Forrester with nearly 40 years in tech, dives deep into generative AI's evolution and real-world applications. She discusses the shift of generative AI from niche technology to essential enterprise tool, tackling challenges in implementation and the importance of human-AI balance. Bennett also highlights the implications of the EU AI Act, emphasizing strict accuracy standards, and explores how experienced companies are better positioned for integration. Trust, transparency, and historical lessons shape the future of AI interactions.

Joana de Quintanilha, VP and Principal Analyst at Forrester, dives into the transformative power of guerrilla CX. She explains how swift and creative tactics can optimize customer journeys and drive significant change. Supporting organizations in cultivating an adaptable culture is key, especially with resource constraints. Joana also discusses the role of generative AI in revolutionizing customer experience management, particularly in simplifying complex processes. Her insights emphasize that every CX practitioner should harness these innovative strategies for lasting impact.

Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey. Jivesh Juneja, Customer Journey Director at Nissan, joins the CX Cast to discuss Nissan’s journey from embracing customer journey mapping to scaling out journey management and adopting a journey-centric operating model.

Forrester identifies the firms that are helping businesses diagnose customer problems, develop a plan to solve those issues, and build the infrastructure needed to execute a CX transformation. That effort is led by Principal Analyst Judy Weader, who joins us to unpack her recent evaluation of the CX strategy consulting services market.

In her recent evaluation of CX strategy consulting services providers, Forrester Principal Analyst Judy Weader identified the most significant ones and researched, analyzed, and scored them. Judy joins us to unpick the CX strategy consulting services market.

In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report,  The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. We talk about the importance of vendor services to help CX leaders leverage increasingly complex platforms, how to think about your organizational readiness, and the promise of GenAI.