In this episode, we welcome back Senem Guler Biyikli, now officially an analyst! She joins us to discuss the link between anthropology and CX, her current research on empathy, and how to promote empathy in a digital environment.

In this episode, CX Cast host and Forrester VP and Research Director Martin Gill joins Senior Analyst Michelle Beeson to describe a workshop activity they used to bring the frameworks of value for customer to life. They had participants, who represented different companies and industries, try out a combination of mystery shopping and ethnographic research by visiting coffee shops in London. Listen to hear about the frameworks, design, and approach used for the activity and how your company can put it in place.

Every year, Forrester’s global survey of firms’ customer experience (CX) programs presents up-to-date insights into CX teams. Variation across CX teams, including team size, responsibility, and budget, is a main theme in the 2023 results. Principal Analyst Judy Weader, whose upcoming report dives into the survey results, joins us to discuss her findings.

It’s a topic that is a perennial favorite among CX pros: journey mapping. Today, journey mapping platforms help not only with mapping itself but with visualization, brainstorming, and ideation, as well. Covering the key trends is Forrester Senior Analyst Michelle Beeson.

CX pros are used to focusing on the customer, often using tools like personas and workshops to create stellar customer experiences. This week, Forrester Senior Analyst Su Doyle makes the case for using those same strategies to prove CX value internally.

Responsible design — design that aligns with a company’s brand purpose, values, and commitments — is a powerful tool for earning trust. Forrester Principal Analyst Gina Bhawalkar joins us for a discussion on what responsible design is and why brands should embrace it.

Many brands sell products through retailers. Forrester Senior Analyst Michelle Beeson joins the CX Cast this week to discuss how, now that we care more than ever about the customer experience, the brand and retailer partnership is more important than ever.

The right approach to building a journey atlas will ensure the resulting product is insightful and actionable. Susan McNulty, consultant in CX transformation, has worked in CX leadership roles across several industries. She offers her experiences and practical, easy-to-follow expertise on the journey atlas creation process.

Organizations rely on voice-of-the-customer (VoC) measurement teams to collect and share insights and metrics that drive employee and partner actions. Unfortunately, VoC programs tend to be neglected or misunderstood within organizations. Senior Analyst Colleen Fazio, who helps Forrester customers build VoC and customer experience (CX) measurement programs, joins the CX Cast to discuss challenges and opportunities facing VoC programs and how they should evolve.

Discover the importance of journey centricity in fostering customer obsession and achieving higher revenue, reduced costs, and better customer experience. Learn about the stages of transformation to journey centricity, the role of customer immersion and storytelling, and the development of a tool for implementing journey-centricity in organizations.