The CX Cast®

The CX Cast®


Latest Episodes

246: Enabling Employees In A Work From Home Model (R)
September 23, 2021

Great customer experience (CX) and employee experience (EX) go hand in hand.  To deliver high-quality CX, companies must enable their employees, amid COVID-19 and shifting needs.  In this episode, we

269: Designing Chatbots With The User In Mind
September 16, 2021

The use of chatbots continues to proliferate as companies double down on digital, but many deliver poor user experiences. In this episode, we’re joined by VP, Principal Analyst David Truog to discuss

251: Design For Work — Boost Productivity And Satisfaction By Transforming Enterprise UX (R)
September 09, 2021

From CEOs to entry-level employees, people rely on digital tools at work — tools that are mostly inadequate or even terrible in terms of user experience (UX).  These enterprise UX problems cause their

268: Take Employee Wellness Beyond Benefits
September 02, 2021

Modern business was tough enough, and then the pandemic ushered us into the future of work today, quickly reforming how, why, and where work happens. This forced employees to be more collaborative, mo

267: Forrester’s User Experience (UX) Research Team – From Design For Work To Inclusive Design
August 26, 2021

Forrester’s customer experience (CX) research team, and it’s user experience (UX subteam), covers a variety of topics. In this episode we’re joined by VP, Research Director Ian Jacobs to discuss his e

266: Forrester’s Periodic Table Of Insights
August 19, 2021

Customer experience (CX) leaders who would like to become insights driven need to familiarize themselves with the different techniques that analysts and data scientists apply to data. In this episode

265: Assurant – How To Structure CX In A Decentralized Organization
August 12, 2021

Choosing how to organize and operate a customer experience (CX) team depends on many factors, including the business’s maturity, goals, structure, and culture. In this episode we’re joined by Deborah

264: CX Strategy Essentials
August 05, 2021

The precise definition and composition of a customer experience (CX) strategy has proven elusive for many business leaders. Getting it right is essential, though, as the CX strategy plots how a busine

263: Customer Obsession Explained
July 29, 2021

Companies that put the customer at the center of their leadership, strategy, and operations enjoy stronger revenue growth, more satisfied customers, and more engaged employees than their competitors.

262: Collaboration And Growth Strategies To Power CX Transformation
July 22, 2021

High-functioning customer experience (CX) teams don’t treat CX as a standalone function, rather they determine what they can do themselves and what requires internal and external partnerships. In this