347: How To Prioritize Customer Journeys
The CX Cast
by Forrester
1d ago
You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task. Featuring: Maxie Schmidt, VP, Principal Analyst Joana de Quintanilha, VP, Principal Analyst Show Notes: You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers ..read more
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346: Journey Centricity At E.ON: Part 2
The CX Cast
by Forrester
1w ago
In our second episode showcasing E.ON’s journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Manager at E.ON, to examine the inner workings of journeys at E.ON ..read more
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345: Journey Centricity At E.ON: Part 1
The CX Cast
by Forrester
2w ago
Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat, with the aim of becoming climate neutral by 2040. Effectively leading a journey-centric transformation requires pulling six operational levers — structure, culture, talent, metrics, processes, and technology — in concert. In today’s episode, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience ..read more
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345: Scale Your CX Measurement Program
The CX Cast
by Forrester
3w ago
Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must balance the need for efficient and consistent CX measurement with an appropriate level of autonomy for organizational units. VP and Principal Analyst Maxie Schmidt answers common questions on scaling measurement management programs, illustrated through case studies ..read more
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344: Demystifying Generative AI
The CX Cast
by Forrester
1M ago
What do CX pros need to know about the promises and perils of generative AI? Forrester VP and Principal Analyst Martha Bennett explains the statistical complexity in layman’s terms and offers recent CX examples to illustrate the new paradigm ..read more
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342: What CX Leaders Need To Know About RevOps
The CX Cast
by Forrester
1M ago
Revenue operations teams and CX teams have overlapping interests when it comes to understanding the customer and improving the buying experience. Principal Analyst Anthony McPartlin gives us an initial overview of RevOps, revealing some exciting opportunities for both functions to be stronger together ..read more
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340: CX Predictions 2024: Financial Services
The CX Cast
by Forrester
2M ago
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, VP, Research Directors Oliwia Berdak and David Hoffman join us to talk about where they see the financial services industry heading in 2024 ..read more
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339: CX Predictions 2024: Healthcare
The CX Cast
by Forrester
2M ago
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Judy Weader and Shannon Germain Farraher get into the CX implications of the biggest predictions in healthcare. Tune in for insight on smart tech in hospitals, nontraditional benefits in plan designs, medical deserts, and other topics.  Featuring: Judy Weader, Principal Analyst Shannon Germain Farraher, Sr Analyst Show Notes: Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and techno ..read more
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338: CX Predictions 2024: Government
The CX Cast
by Forrester
2M ago
Every year Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode Principal Analyst Riccardo Pasto joins us to talk about where he sees Government CX heading in 2024. We cover generative AI, open government, cross-agency collaboration and more as we discuss the state of CX in government and its path in 2024 ..read more
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338: CX Predictions 2024: Government
The CX Cast
by Forrester
2M ago
Every year Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode Principal Analyst Riccardo Pasto joins us to talk about where he sees Government CX heading in 2024. We cover generative AI, open government, cross-agency collaboration and more as we discuss the state of CX in government and its path in 2024 ..read more
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