The CX Cast

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.

Revenue operations teams and CX teams have overlapping interests when it comes to understanding the customer and improving the buying experience. Principal Analyst Anthony McPartlin gives us an initial overview of RevOps, revealing some exciting opportunities for both functions to be stronger together.

CX leaders must invest to drive customer-focused action. This means investing more in tech to create and improve experiences, critical employee skills, unstructured feedback, and predictive modeling. Principal Analyst Pete Jacques walks us through Forrester's 2024 CX Planning guide and pragmatic budgeting advice to meet the emergent needs of customers.

Predictions for the financial services industry in 2024 including customer demands for higher interest rates, challenges and opportunities with open banking, the need for investment firms to improve mobile investing apps, and the ever-evolving banking industry

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Judy Weader and Shannon Germain Farraher get into the CX implications of the biggest predictions in healthcare. Tune in for insight on smart tech in hospitals, nontraditional benefits in plan designs, medical deserts, and other topics.

Every year Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode Principal Analyst Riccardo Pasto joins us to talk about where he sees Government CX heading in 2024. We cover generative AI, open government, cross-agency collaboration and more as we discuss the state of CX in government and its path in 2024.

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.