The CX Cast

All those reasons why customer obsession is too hard don’t matter. Customer experience wins business. VP, Principal Analyst Shar VanBoskirk explains how customer obsession is not just a goal, but a continuous practice that can lead to significant improvements in customer experience and business efficiency. She shares real world examples, challenges in measuring customer obsession, and future directions for the research. We discuss:  How customer obsession aligns with business strategy and operations  How mindsets need to shift for continuous practice  How to assess a firm’s customer obsession  Where to find insight to improve customer obsession practices  To learn more, join Shar for her keynote and much more interactive content at CX Summit North America.

Does a CX team’s position in the organization affect its influence? Principal Analyst Judy Weader shares insights from recent survey data and qualitative research, revealing that there isn't a one-size-fits-all answer. The placement of CX teams varies widely across different companies and industries, but organizational dynamics go beyond the org chart. The burden is on the CX leader to drive influence and flex with the nonlinear nature of CX maturity. Judy offers a decision-making framework to help organizations determine the best placement for their CX functions, emphasizing the role of executive sponsorship and the necessity for CX leaders to be proactive in their roles.

James McQuivey, VP Research Director at Forrester and leadership expert, dives into the art of effective customer experience leadership. He highlights that true leadership goes beyond management, emphasizing the need for a clear vision and strong interpersonal relationships. Discover how visible actions significantly boost employee motivation and the power of shared purpose in driving team engagement. McQuivey also discusses the emotional rewards of nurturing team growth and the challenges leaders face in today's volatile environment, highlighting the importance of fostering trust and culture.

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.