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

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

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

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

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

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

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

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

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.

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