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Channel: CX Measurement Archives - The CX Cast ® by Forrester
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252: How To Measure Value For Customer

Organizations don’t typically know how customers derive value and which value drivers matter most. Instead, they measure value using flawed proxies. They also collect data about value in different...

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220: Five Best Practices For Measuring Business Impact Of Design (R)

Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. In this episode, Principal Analyst, Gina Bhawalkar,...

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243: Merging CX Teams After An Acquisition (R)

After a merger and acquisition, CX teams must face the realities of combining forces.  From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across...

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255: Five Ways To Ensure Deep Collaboration Between Marketing And Customer...

Marketers and CX professionals are out of touch with today’s business realities. While companies pursue business models that scramble traditional customer lifecycles, marketing and CX functions remain...

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248: The ROI Of Culture Change (R)

Evolving an organization’s culture towards greater customer centricity is complex work, requiring careful prioritization. In this episode we’re joined by Chief Experience Officer of Blue Cross and Blue...

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266: Forrester’s Periodic Table Of Insights

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...

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272: Forrester’s CX Index™ And Improving Customer Experience Quality

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...

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281: Top Research In VoC Management ft. Colleen Fazio

Meet Colleen Fazio, Senior Analyst, who leads Forrester research on voice of the customer (VoC). In this episode, Colleen highlights today’s biggest topics in VoC management, including how the...

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283: Amex Takes VoC To The Next Level

Luis Angel-Lalanne, VP of Customer Voice at American Express, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX...

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284: Our Take On Reichheld’s Winning On Purpose And NPS 3.0

Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld. The post 284: Our Take On...

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10: Your Employees Know What’s Wrong With Your Customer Experience

When experiences fail and the CX team doesn’t know why, it could be because they don’t systematically collect feedback from the one group that can provide insight about the entire ecosystem —...

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14: Better Customer Experience Measurement Surveys And Beyond

Structured surveys have been the mainstay of most CX measurement programs. But despite their strengths and ubiquity, they fall short: insights derived from surveys often cover too few interactions or...

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30: The Role Of Social Media In Voice Of the Customer Programs

VoC programs are so focused on asking customers for feedback that they sometimes miss a key source of unprompted feedback in customers’ own words: social media. In this episode, analyst Maxie Schmidt...

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53: The Evolution of Voice Of The Customer Programs

Structured surveys have been the workhorse of customer experience (CX) measurement programs, but often fall short in capturing real-time insights about the totality of an experience. In this episode,...

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55: How To Add Speed And Scale To Customer Insights

We discuss fast and scalable ways for customer experience (CX) professionals to shape business decisions with direct customer engagement. Click the title below to read more: Brief: Six Ways To Add...

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62: Introducing Forrester’s B2B Tech CX Index

Forrester has used its CX Index to help consumer brands assess their experiences’ business value. Now, we’ve created a version of the CX Index that addresses the unique needs of customer experience...

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65: How Metrics Drive Your Customer Obsession

Customer-obsessed companies need metrics to quantify the business result of customer obsession and to incent customer-focused decisions. But there is no magic metric. Instead, firms must embrace an...

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79: Quantifying Your Customers’ Emotions, Part 1

Human beings aren’t getting more emotional; it’s just that they now have the power, willingness, and ability to take action when provoked by a delightful or frustrating experience. Understanding these...

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80: Quantifying Your Customers’ Emotions, Part 2

In part 2 of our discussion on quantifying emotion with Forrester CMO Victor Milligan and VP of Customer Experience Index Roxie Strohmenger, we dig into the nitty gritty of how to measure the specific...

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98: John Lincoln, CX Leader at Duke Energy, Shares His CX Wisdom

In this week’s episode of CX Cast we are joined by John Lincoln, the customer experience leader at Duke Energy, and Adele Sage, Principal Advisor from Forrester’s Customer Experience Council. John...

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115: What’s “Journey Analytics?”

Journey analytics is a hot topic because it can help firms move the needle on customer obsession. But misconceptions about what journey analytics is and how it’s done get in the way. Forrester defines...

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127: Gauge Your CX Management Maturity

Customer experience (CX) transformations don’t happen by accident. They require a methodical approach that ensures thousands of people can work together to consistently produce the right experiences...

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131: How To Build A Customer Health Assessment

Business-to-business (B2B) companies are embracing customer success management to improve customer experience (CX). But how can they prove the efficacy of their efforts? Enter customer health...

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147: Paying Employees For CX Is A Bad Idea (Part 1)

It is a mistake to pay employees for delivering better customer experiences (CX). In this episode, Forrester analysts Maxie Schmidt and Sam Stern explain why. Click the title below to read more: Why...

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148: Paying Employees For CX Is A Bad Idea (Part 2)

In the previous episode, we explained why it is a mistake to pay employees for delivering better customer experiences (CX). In this episode, Forrester analysts Maxie Schmidt and Sam Stern share best...

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150: How To Scale And Manage An NPS Program | Guest: Jaap Wilms

Jaap Wilms is back for another conversation, this time talking to us about what he’s learned about how to create a high-functioning NPS program, one that is responsive to local needs, but also that has...

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157: USA Today Network’s VoC Program, CX Metrics, And Dashboards

This episode is a continuation from last week’s discussion with Amy Shioji, VP Customer Experience & Insights at USA Today Network. You’ll learn: How USA Today has structured its CX measurement...

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168: What Leading VoC Programs Get Right

Forrester analyst Faith Adams shares a preview of findings from her research on trends among state of the art voice of the customer (VoC) programs. Click the titles below to read more: How To Drive...

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186: Radical Innovations In Airbnb’s Voice Of The Customer (VoC) Program

Asking for honest and open feedback from customers is a no-brainer for customer-centric organizations. But structured surveys, and even open-ended text boxes, aren’t conducive to getting honest...

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197: How To Transition Your Voice-Of-The-Customer Vendor

CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors...

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206: The ROI Of Employee Experience

Employee experience (EX) is becoming ever more important due to an increasingly educated workforce, incredibly low unemployment rate, pervasive AI/automation, and workplaces beset by multiple...

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197: How To Transition Your Voice-Of-The-Customer Vendor (R)

CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors...

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207: Predictions 2020 | All About Proving Business Results

When it comes to customer experience (CX) predictions, there’s an elephant in the room that’s dominating our thinking this year: money. Why? Because proving that CX delivers business results has turned...

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219: Evaluate And Adjust Your VoC Program To During COVID-19

It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to...

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220: Five Best Practices For Measuring Business Impact Of Design

Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. In this episode, Principal Analyst, Gina Bhawalkar,...

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221: Establish, Extend, And Elevate Your Design Measurement Approach

Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. But to lock in and sustain these benefits, you need to...

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219: Evaluate And Adjust Your VoC Program To During COVID-19 (R)

It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to...

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243: Merging CX Teams After An Acquisition

After a merger and acquisition, CX teams must face the realities of combining forces.  From VoC measurement to the overall approach for improving experiences, they must evaluate ways of working across...

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244: A Retrospective Of The CX Cast’s Six Years

As we approach episode 250 and the podcast’s six-year anniversary, Adele and Angelina take a look back at episodes that stuck with them over the years, great episodes for CX newbies, and the episodes...

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247: Using Measurement To Identify Biases

As companies strive towards more diversity, equity, and inclusion, they may turn to their measurement and VoC programs to assess the inclusivity of their current experiences. However, the data from...

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248: The ROI Of Culture Change

Evolving an organization’s culture towards greater customer centricity is complex work, requiring careful prioritization. In this episode we’re joined by Chief Experience Officer of Blue Cross and Blue...

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293 – CX Leader Priorities: Collect and Analyze Data For Customer Insights

Continuing our series on Forrester’s CX Priorities, VP and Principal Analyst Brandon Purcell lays out how business leaders can collect and use data across the business to impact customers. The post 293...

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294 – CX Leader Priorities: Embed Customer Insights Into The Business

For Forrester’s third CX Priority, VP and Principal Analyst Joana de Quintanilha comes on the Cast to discuss the tools, insights, and metrics you can leverage to drive customer-centric action...

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295 – CX Leader Priorities: Design Experiences That Drive Loyalty

For Forrester’s fourth CX Priority, VP and Research Director Ian Jacobs and Senior Analyst Sheila Mahoutchian come on the Cast to discuss how to design, evaluate, and monitor experiences that drive...

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