Forrester predictions are grounded in the previous year’s trends. To that end, VP, Principal Analyst Sucharita Kodali and VP, Research Director Fiona Swerdlow offer CX pros insight into 2024’s biggest changes in retail experience by first outlining 2023 trends and forecast data. They note the influence of digital and systemic risk on the biggest predictions.  Featuring: Sucharita Kodali, VP, Principal Analyst Fiona Swerdlow, VP, Research Director Show Notes: Forrester predictions are grounded in the previous year’s trends. To that end, VP, Principal Analyst Sucharita Kodali and VP, Research Director Fiona Swerdlow offer CX pros insight into 2024’s biggest changes in retail experience by first outlining 2023 trends and forecast data. They note the influence of digital and systemic risk on the biggest predictions.  We cover:  How is the cross-channel experience evolving? What are implications for the associate experience?  What trends did we see in 2023 that will continue in 2024?   Where have trends reversed?  What are some global phenomena that are negatively affecting the customer experience?  To learn more, see the Forrester report, Predictions 2024: Retail.

Though we’re out for the holidays this week, we’re dropping in with a short preview of what we have planned for the CX Cast in 2024. Tune in to hear what’s to come, including:  Our annual series on Forrester’s 2024 predictions, airing throughout January.  A preview of Forrester’s 2024 events theme, “Human + AI,” and what it means for the customer lifecycle.  And more content from Forrester analysts throughout the year.

Forrester’s culture energy data reveals that culture varies across organizations, including within an individual company. In this episode, Martin interviews Angelina on her findings regarding customer-facing employees’ unique culture within an organization. Angelina shares her findings from other interviews with other culture experts, who helped her explain the data.

Learn the seven steps of effective journey mapping to transform your company's customer experience. Understand the importance of purpose, goals, and broader impact. Explore topics like preparing and planning, ecosystem mapping, prioritization, and driving action. Discover the challenges of making journey maps stick and improvements in tools and digitization.

Managing global complexity is a major challenge when it comes to understanding what customers want, delivering customer goals, and measuring success. Gail Russell, global head of customer experience, wealth, and personal banking at HSBC, joins the CX Cast this week to share insights from her session at CX EMEA.

CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every organization is at a different point in their measurement journey. Rich Saunders, Senior Analyst, describes the challenges in setting the right metric goals and how to take a tailored approach that matures over time.

Senior Analyst AJ Joplin goes deeper into how to design, plan, and facilitate a workshop, this time discussing approaches to designing the workshop activities. Whether your workshop is for journey mapping or experience design, AJ explains how to guide participants to outcomes.

Technology underpins great CX. But how much do you really know about how your platforms work? How much do you need to know? What’s the next big technology that you need to pay attention to? OK, obviously it’s generative AI, but what else? Producer Julia joined Martin at Forrester’s annual Technology & Innovation Forum in London to find out what’s hot in the world of technology.

Generative AI (GenAI) will have a transformative impact on customer experience. VP, Principal Analyst David Truog guides CX leaders on how to harness the creativity and navigate the risks of GenAI for better CX. He offers definitions, use cases, and prescriptive advice so you can confidently dive into this brave new world.

Workshops have grown in popularity as a frequent activity for CX pros. But successful workshop facilitation requires skill and thoughtful planning. Forrester Senior Analyst AJ Joplin discusses the importance of improving workshop facilitation and outlines an approach for optimal workshop output.