Julian Aldeco, VP, Head of Customer Voice and Obsession at Prudential Financial, gives a candid retelling of Prudential's CX transformation thus far. Aldeco offers details to guide other practitioners

Generative AI signaled a major shift in vendor strategy for conversational AI. What do CX pros and customer service leaders, as the customers of these vendors, need to know about the vendor landscape?

Principles of systems thinking expand our view on how to transform experiences and support the employees that deliver those experiences. Forrester VP and Principal Analyst J. P. Gownder shares his res

Search can make or break your digital experience, but how much do you really know about search vendors, the choices you can make, and how search really impacts customer loyalty? Forrester Principal An

A journey atlas (also known as a catalog of journeys) helps companies establish and sustain a shared customer-centric language across silos. It creates a strategic, birds-eye view of what matters to

Frontline workers have an obvious role in the customer experience, but frontline work has changed a lot in the last five years. VP, Principal Analyst J. P. Gownder discusses the headwinds frontline wo

Emirati holding company Majid al Futtaim won Forresters first-ever Customer Obsession Enterprise Award in 2023. Grgoire Charpe-Civatte, VP of CX and Innovation, joins the CX Cast this week to discus

How can you get stakeholders engaged in your CX research program? Forrester analyst Senem Biyikli combines her research expertise with practitioner interviews to offer best practices.

Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT

Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offer