『The CX Cast』のカバーアート

The CX Cast

The CX Cast

著者： Forrester
無料で聴く

【Amazonプライム会員限定】今ならプレミアムプランが4か月 月額99円。

10月19日まで。※適用条件あり
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations. 政治・政府
エピソード
  • 455: Closing the Digital Experience Gap: From Channels to Customer Moments

    455: Closing the Digital Experience Gap: From Channels to Customer Moments
    2026/07/09
    Great CX starts outside-in. If customers aren’t using what you built, the problem isn’t them. Host Martin Gill speaks with Tom Mouhsian, Principal Analyst at Forrester, about why, even after years of investment, digital experiences still fail. The issue isn’t channels or technology. It’s a persistent gap between how customers want to get things done and how organizations force them to do it. Tom introduces the Digital Moments Map and Digital Connections Tracker—two frameworks that reframe CX around customer goals, interaction modes, and real-world behavior. We discuss: Why thinking in channels is outdated and what to replace it with The four “moment types” that define all digital behaviour (control, consumption, communication, commerce) How interaction modes (voice, chat, GUI, XR) shape effort and adoption How to identify the gap between current usage and customer preference What device, channel, and platform complexity means for CX design Tom shares real-world examples to show how even “successful” digital transformation can increase cost and friction when misaligned with customer needs.
    続きを読む 一部表示
    30 分
  • 456: Why You Need A Journey Decision System

    456: Why You Need A Journey Decision System
    2026/07/15
    Most organizations have journey maps, dashboards, and customer insight. Many struggle to turn them into meaningful decisions. In this CX Cast episode, learn how to bridge the gap.
    続きを読む 一部表示
    30 分
  • 459: Why Inclusive Design Improves Customer Experience For Everyone

    459: Why Inclusive Design Improves Customer Experience For Everyone
    2026/08/07
    Most organizations still design for an "average" customer. The problem? There is no average customer. In this episode, producer Hannah Jachim, who in her day-job is a Forrester Researcher, joins Angelina Gennis and Martin Gill to explore the report she recently published exploring inclusive design in the automotive industry. Our discussion reveals how designing for people with different abilities, needs, and circumstances unlocks better experiences for everyone. From the origins of cruise control to the challenges of autonomous vehicles, Hannah explains why accessibility should be treated as a driver of innovation rather than a compliance exercise. The conversation also explores how assumptions about drivers, passengers, age, ability, and technology continue to shape customer experiences across industries. We cover: Why inclusive design often produces better products for all customers. What is the "curb cut effect" and what business leaders can learn from it. How automotive design highlights broader customer experience (CX) challenges. How organizations can embed inclusion early instead of retrofitting accessibility later. Why the entire customer journey matters, not just the product itself. Whether you're focused on customer experience, service design, accessibility, journey mapping, or product strategy, the lessons extend far beyond automotive.
    続きを読む 一部表示
    28 分
adbl_web_anon_alc_button_suppression_t1
まだレビューはありません