The CX Cast

Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offers his perspective as a former Forrester analyst-turned-practitioner.

Sam Stern, founding CX Cast host, returns to the podcast to share his experiences as Senior Manager of CX at LinkedIn. Sam and Angelina talk about the importance of maintaining trust and confidence by improving customer experiences.

It’s time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forrester’s B2B Summit, diving into insights shared on orchestrating comprehensive buyer and customer experiences.

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.

Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy. Featuring: Gina Bhawalkar, Principal Analyst Senem Guler Biyikli, UX Analyst Show Notes: Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy.  We discuss:  What’s “design for empathy”? Why does it matter?  What are the challenges brands face when it comes to empathy?  You discuss five best practices in your report. Can you tell us about those?  Is AI going to make things better or worse here? Can AI help us design for empathy?  How can brands start applying those best practices? Where should they start from?    To learn more see the Forrester report, Five Best Practices To Design For Empathy In Digital Experiences.

Maxie Schmidt and Joana de Quintanilha, both VPs and Principal Analysts at Forrester, delve into the importance of prioritizing customer journeys. They discuss practical steps for CX leaders to identify impactful journeys, the inputs needed for effective prioritization, and common pitfalls to avoid. The conversation highlights how to create a Minimum Viable Product (MVP) for journey prioritization, emphasizing stakeholder engagement and incremental approaches. Their insights aim to help organizations enhance customer experience by aligning journey efforts with strategic goals.

In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to examine the inner workings of journeys at E.ON.

Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, about E.ON's journey with journey centricity.

The podcast discusses the challenges of scaling CX measurement programs across diverse business units and countries. It highlights the importance of unified metrics for effective CX measurement while emphasizing the need for local adaptations. Case studies illustrate the strategies for implementing consistent measurement programs in multinational organizations and the evolution of central teams in global transformations.

Exploring the complexity of generative AI, including large language models and guardrails. Customized models for conversational AI using company data. Secrets of personalized customer interactions with generative AI models.