Forrester analysts Maxie Schmidt-Subramanian and Pete Jacques explain how to establish an enterprise-wide CX measurement program to track the success of CX activities and demonstrate the ROI of improving CX.

For Forrester's fifth CX Priority, Martin and Principal Analyst Max Ball discuss how companies can gather, analyze, and make voice-of-the-customer data actionable by selecting and implementing the right tools.

For Forrester's fourth CX Priority, VP and Research Director Ian Jacobs and Senior Analyst Sheila Mahoutchian come on the Cast to discuss how to design, evaluate, and monitor experiences that drive customer loyalty.

For Forrester's third CX Priority, VP and Principal Analyst Joana de Quintanilha comes on the Cast to discuss the tools, insights, and metrics you can leverage to drive customer-centric action throughout the entire CX ecosystem.

Continuing our series on Forrester's CX Priorities, VP and Principal Analyst Brandon Purcell lays out how business leaders can collect and use data across the business to impact customers.

Martin and Angelina kick off a series of episodes focused on priorities for leaders to achieve CX transformation. Forrester senior analyst Judy Weader describes the importance of setting up a CX function that brings value back to the business.

Every year, Forrester shares predictions for CX that are grounded in existing data and emergent trends. Forrester VP and Research Director Rick Parrish shares our 2023 predictions, with illustration through insights and examples.

The CX Cast returns with episodes dropping every Tuesday! Angelina and Martin host a seemingly endless array of CX experts who dive deep into the research and distill big insights into clear and direct actions.

Customer service agents and frontline workers embody a brand and its values to customers. However, there’s an inherent risk, given the growing complexity of service interactions and the supporting technology, that bias creeps into frontline interactions and negatively impacts both customers and brands. Principal Analyst Max Ball discusses the idea of empathy and other attributes when looking at the future of contact centers. To learn more, see Max Ball's Cancel the "Cost Center" Culture in Customer Service blog post.

Consumers, and European consumers in particular, increasingly expect brands to protect the environment. In fact, there’s no “one size fits all” approach when it comes to green consumers. This podcast with VP, Principal Analyst Thomas Husson helps teams understand the different attitudes and behaviors of green consumers around the globe in order to better engage “super-green” consumers and help them solve the green consumer paradox. To learn more, see Thomas's The New Green Consumer blog post, highlighting more of our recent research on the topic.