The CX Cast®

The CX Cast®


Latest Episodes

272: Forrester’s CX Index™ And Improving Customer Experience Quality
October 21, 2021

In this episode, we’re joined by Principal Analyst Pete Jacques, Ph.D. to discuss his background, experience on Forrester’s Customer Experience Index (CX Index™) team, and his coverage area on the Cus

253: Agile and Design Teams – Better Together (R)
October 14, 2021

Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don’t rely on the same workflow, ar

271: CX Participation Is Vital To Automation Success
October 07, 2021

Customer experience’s (CX) goal of “humanizing” experiences might seem far removed from automation’s focus on removing humans from business processes. But the pandemic-induced push to serve customers

270: Trifacta – Improving Customer ROI
September 30, 2021

Great customer service helps customers get the most out of your product and services. This requires complex and varied work across internal teams, customer journey touchpoints, and regularly reassessi

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