Technology underpins great CX. But how much do you really know about how your platforms work? How much do you need to know? Whats the next big technology that you need to pay attention to? OK, obviou

Generative AI (GenAI) will have a transformative impact on customer experience. VP, Principal Analyst David Truog guides CX leaders on how to harness the creativity and navigate the risks of GenAI for

Workshops have grown in popularity as a frequent activity for CX pros. But successful workshop facilitation requires skill and thoughtful planning. Forrester Senior Analyst AJ Joplin discusses the imp

In this episode, we welcome back Senem Guler Biyikli, now officially an analyst! She joins us to discuss the link between anthropology and CX, her current research on empathy, and how to promote empat

In this episode, CX Cast host and Forrester VP and Research Director Martin Gill joins Senior Analyst Michelle Beeson to describe a workshop activity they used to bring the frameworks of value for cus

Every year, Forresters global survey of firms customer experience (CX) programs presents up-to-date insights into CX teams. Variation across CX teams, including team size, responsibility, and budget

Its a topic that is a perennial favorite among CX pros: journey mapping. Today, journey mapping platforms help not only with mapping itself but with visualization, brainstorming, and ideation, as wel

CX pros are used to focusing on the customer, often using tools like personas and workshops to create stellar customer experiences. This week, Forrester Senior Analyst Su Doyle makes the case for usin

Responsible design design that aligns with a companys brand purpose, values, and commitments is a powerful tool for earning trust. Forrester Principal Analyst Gina Bhawalkar joins us for a discus

Many brands sell products through retailers. Forrester Senior Analyst Michelle Beeson joins the CX Cast this week to discuss how, now that we care more than ever about the customer experience, the bra