Les meilleurs podcasts Hit Or Miss Cast (2024)

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380: Journey Mapping Masterclass 2: Workshop Your Journey 22:49

2d ago22:49

22:49

This is the second episode in a 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Joana digs into the journey map creation process, discussing the importance of planning journey mapping workshops and breaking down common challenges and best practices.…

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379: Journey Mapping Masterclass 1: Frame The Effort 22:05

9d ago22:05

22:05

This is the first in a 4-episode deep-dive on journey mapping with our journey mapping expert, Joana de Quintanilha. In this episode, Joana gives an overview of the journey mapping effort, from scoping through to improving the customer experience itself.Par Forrester

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378: Practitioner Stories: Journey Management At Prudential 34:32

16d ago34:32

34:32

We continue our series on Prudential’s CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey management that's sensitive to stakeholder and customer mindsets.Par Forrester

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377: How To Design Trustworthy AI Experiences 29:13

24d ago29:13

29:13

Eighty percent of UK consumers believe that firms should always disclose when they use AI, yet only 48% believe that AI powers self-driving cars. With such a mismatch between consumer expectations and knowledge, Enza Iannopollo, Forrester Principal Analyst, joins us to discuss how to use emerging EU legislation as a foundation to build trusted AI.…

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376: Practitioner Stories: People-Centric CX At eBay 28:27

1M ago28:27

28:27

CX leaders at large global organizations are developing new strategies to achieve better CX with AI while maintaining the well-being of frontline talent. Derek Allgood, Vice President of Global Customer Experience at eBay, joins us to elaborate on eBay’s CX capabilities, how he leverages a strong stakeholder network to solve CX problems at speed, a…

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375: Practitioner Stories: Implementing NPS At e& 30:19

1M ago30:19

30:19

In this episode of CX Cast, we sit down with Chris Lipman, Chief Customer Experience Officer at e&. Together, we delve into the nuances of leveraging Net Promoter Score℠ (NPS) to not only measure customer satisfaction but also drive meaningful business results.Par Forrester

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374: Feedback Is A Touchpoint, Too 25:19

1M ago25:19

25:19

Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the ca…

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373: CX Index Reveals Drop In Quality For European Banks 34:45

2M ago34:45

34:45

Forrester's CX Index measures customers' perceptions of how well companies deliver customer experiences to ultimately build or sustain loyalty. It assesses CX quality based on ease, effectiveness and emotion. VP, Research Director Oliwia Berdak and Researcher Jana Gül share their analysis of 2024 CX Index performance in Europe, diving into insights…

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372: Are Your Personas Hit Or Miss? 19:11

2M ago19:11

19:11

Personas are a foundational, seemingly simple tool—yet they’re deceptively challenging. That’s the premise of the latest research by Audrey Chee-Read and Gina Bhawalkar, which includes best practice reports and persona builder tools. They offer examples of effective and ineffective personas to increase the ROI of your efforts.…

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371: Behaviors Are The Building Blocks Of Customer-Focused Culture 22:19

2M ago22:19

22:19

Culture change is necessary for an organization to be more customer obsessed and deliver better customer experiences. That culture change requires specifying the customer-focused behaviors that lead to customer loyalty. CX Cast co-host Angelina describes the process to determine and assess your organization’s ideal behaviors and drive adoption of t…

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370: Your CX Cast Budget Planning Guide 18:31

2M ago18:31

18:31

Forrester's annual Budget Planning Guide for Customer Experience offers data-driven guidance on where to increase, decrease, or experiment with your budget for 2025. Co-authors Principal Analyst Riccardo Pasto and VP, Executive Partner Katy Cobian explain the research process for creating the recommendations and how CX pros should use the budget pl…

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369: How To Plan A CX Day 23:30

3M ago23:30

23:30

CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is built before the event and excitement for CX is sustained after the event. With a great theme and employee-focused planning, you can use CX Day as a moment to educate and celebrate employees, a…

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368: How To Solve For CX With GenAI Hackathons 25:38

3M ago25:38

25:38

How can CX leaders apply generative AI to creating customer experiences or transforming their work? Listen to learn how CX leaders can run genAI hackathons to help Forrester teams and clients experiment with genAI tools in a safe, fun, and engaging environment.Par Forrester

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367: The State of CX Measurement 25:59

3M ago25:59

25:59

Every year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement programs are reporting improvements in 2024 compared to 2023. Forrester VP, Principal Analyst Maxie Schmidt explains why there are persistent gaps in what CX measurement programs can do compared…

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366: CX Case Studies Overview 17:09

3M ago17:09

17:09

Culture work underpins every successful customer experience (CX) transformation. Martin and Angelina discuss Forrester’s collection of case studies that capture diverse efforts to build a customer-focused culture change to ultimately improve the customer experience.Par Forrester

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365: Harness Mental Models To Create Strategic Alignment 25:44

4M ago25:44

25:44

Mental models operate throughout your organization. They determine what we believe will occur and create expectations, predictions, and decisions — for customers, executives, and employees. VP and Principal Analyst Joana de Quintanilha explains harnessing mental models and applies it to CX pros’ biggest business challenges.…

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364: Global And Local Themes At Our CX Summits 26:39

4M ago26:39

26:39

CX event season may be over, but we're not done with it on the CX Cast yet! VP, Research Director Rick Parrish joins us this week to compare and contrast his experience hosting CX North America with Martin's experience hosting CX EMEA this year.Par Forrester

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363: Live At CX Summit EMEA, 2024 18:46

4M ago18:46

18:46

We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year, sessions will focus on blending generative AI with human capabilities, plus how this will impact CX, marketing, and digital. We capture some familiar (and new!) voices discussing the research they’ll be sharing throughout the event.Featuri…

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362: Live At CX Summit North America, 2024 16:02

4M ago16:02

16:02

We come to you live this week from Forrester’s annual CX Summit North America conference in Nashville, Tennessee. This year, sessions will focus on blending generative AI with human capabilities, plus how this will impact CX, marketing, and digital. We capture some familiar voices discussing the research they’ll be sharing throughout the event.…

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361: Practitioner Stories: CX At Prudential 29:50

5M ago29:50

29:50

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 in varied topics, from CX strategy to measurement to culture.Par Forrester

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360: Conversational AI For Customer Service 17:11

5M ago17:11

17:11

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? Principal Analyst Max Ball gives an overview of vendor history and motivations to quickly adopt generative AI for customer service applications. But …

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359: Systems Thinking For CX: Collaboration And Productivity 26:14

5M ago26:14

26:14

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 research on productivity and collaboration and how his systems thinking approach reveals implications for the customer experience.…

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358: Generative AI And Search Product Discovery 31:23

5M ago31:23

31:23

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 Analyst Emily Pfeiffer joins us to share some insights into what CX leaders should know about commerce search.…

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357: Everybody Needs A Journey Atlas 24:53

5M ago24:53

24:53

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, bird’s-eye view of what matters to customers to help companies prioritize, assign responsibility, collaborate, and find shared value across journeys.…

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356: Enabling Frontline Employees Through Technology And Process Innovations 21:15

6M ago21:15

21:15

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 workers face and the role that leaders need to embrace to be forward-thinking in how they drive effectiveness.…

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355: Practitioner Stories: CX At Majid Al Futtaim 26:54

6M ago26:54

26:54

Emirati holding company Majid al Futtaim won Forrester’s first-ever Customer Obsession Enterprise Award in 2023. Grégoire Charpe-Civatte, VP of CX and Innovation, joins the CX Cast this week to discuss how the CX team embeds CX into the firm's strategy and drives action across the organization. Featuring:Grégoire Charpe-Civatte, VP of CX and Innova…

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354: Getting Stakeholder Buy-in For Customer Research 17:43

6M ago17:43

17:43

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.Par Forrester

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353: CX4IT 24:42

6M ago24:42

24:42

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 organizations and why it matters. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT. Featuring:Go…

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352: Practitioner Stories: Customer-Centric Culture At LinkedIn 16:45

7M ago16:45

16:45

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 offers his perspective as a former Forrester analyst-turned-practitioner.Par Forrester

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Episode 23 | The Bread Episode 50:09

7M ago50:09

50:09

🌟 Tune in as they share invaluable insights on the art of "parking" people who aren't quite ready yet, reveal the top-paying social media platforms, and discuss the power of embracing change in your personal and professional life. 🎙️ Discover the delicate balance of nurturing talent and parking individuals who need more time to develop. Myq and Don…

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351: Practitioner Stories: CX At LinkedIn with Sam Stern 17:01

7M ago17:01

17:01

Sam Stern, founding CX Cast host, returns to the podcast to share his experiences as Senior Manager of CX at LinkedIn. Sam and Angelina talk about the importance of maintaining trust and confidence by improving customer experiences.Par Forrester

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350: CX, Customer Success, And Marketing Together At B2B Summit 16:18

7M ago16:18

16:18

It’s time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forrester’s B2B Summit, diving into insights shared on orchestrating comprehensive buyer and customer experiences.Par Forrester

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Episode 22 | Social Media Worth 55:37

7M ago55:37

55:37

🚀 Dive deep into the world of social media valuation with Myq and Don in our latest episode! 🌟 Join the conversation as they uncover the secrets to knowing and learning your social media worth, explore the game-changing role of social media influencers in growing WWE, and reveal insights into the jaw-dropping earnings of some of the highest-paid ce…

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349: CX Capability-Building And Activity-Tracking 22:31

7M ago22:31

22:31

CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and what’s most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools to help clients reconnect with their purpose as CX teams and plan a path forward.Featuring:Su Doyle, Sr AnalystAJ Joplin, Sr AnalystShow Notes:CX teams…

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348: Design For Empathy 19:59

8M ago19:59

19:59

Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design fo…

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347: How To Prioritize Customer Journeys 22:25

8M ago22:25

22:25

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 expla…

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346: Practitioner Stories: Journey Centricity At E.ON: Part 2 32:56

8M ago32:56

32:56

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.Par Forrester

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Episode 21 | The "InForward" Pod 51:27

8M ago51:27

51:27

🎙️ Unlock the secrets to maximizing your value as a content creator. Myq and Don break down the key elements that make you stand out in a crowded digital landscape, ensuring you get the recognition and compensation you deserve. 💰 Discover the myriad ways to bring in income as a creator. From sponsorships to merchandise, affiliate marketing to Patre…

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345: Practitioner Stories: Journey Centricity At E.ON: Part 1 23:32

8M ago23:32

23:32

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 p…

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344: Scale Your CX Measurement Program 22:40

8M ago22:40

22:40

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 Maxi…

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Just Do It | Episode 20 59:07

9M ago59:07

59:07

🚀 Episode Alert: "Just Do It" is here! 🌟 Myq and Don are turning up the heat with a power-packed episode where they spill the secrets on storytelling in content creation, dive into the game-changing Sorra AI, share insights on the legendary Tyler Perry, and hint at some exciting news—could they be hiring soon? 👀 🎙️ Unleash the storyteller in you! M…

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343: Demystifying Generative AI 26:31

9M ago26:31

26:31

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.Par Forrester

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Make It Don't Fake It | Episode 19 57:19

9M ago57:19

57:19

🚀 Brace yourselves for a laughter-packed adventure in Episode 19: "Make it dont fake it" with the dynamic duo Myq and Don! 🌟 Get ready for a hilarious ride as they dish out jokes aplenty and tackle the hottest topics, including the jaw-dropping Super Bowl revenue and ads, the thriving world of content creators in Vegas, the age-old mantra of "Fake …

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342: What CX Leaders Need To Know About RevOps 14:49

9M ago14:49

14:49

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.…

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341: CX Planning Guide 19:43

9M ago19:43

19:43

CX leaders must invest to drive customer-focused action. This means investing more in tech to create and improve experiences, critical employee skills, unstructured feedback, and predictive modeling. Principal Analyst Pete Jacques walks us through Forrester's 2024 CX Planning guide and pragmatic budgeting advice to meet the emergent needs of custom…

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Members Only | Episode 15 58:29

9M ago58:29

58:29

Ready to ignite your aspirations and reach for the stars? Join us on "Focus on the Stars," a captivating podcast hosted by the visionary entrepreneurs and insightful managers, Myq and Don. Myq and Don, distinguished business leaders and adept managers, invite you to explore the intriguing realms of entrepreneurship, effective management, and the ar…

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Cultivating A Business | Episode 18 54:39

9M ago54:39

54:39

🚀 Dive deep into the art of cultivating business excellence with Myq and Don in our latest episode! 🌟 Get ready for a masterclass on management expectations, the crucial differences between managers and agents, the power of work ethic, and the secret sauce to placing people in positions that perfectly suit their skills. 🎙️ Discover the delicate bal…

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340: CX Predictions 2024: Financial Services 22:59

10M ago22:59

22:59

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.Par Forrester

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339: CX Predictions 2024: Healthcare 25:23

10M ago25:23

25:23

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, med…

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Paper Or Purpose? | Episode 17 1:05:41

10M ago1:05:41

1:05:41

🚀 Ready for an episode that challenges the status quo? Tune in to our latest installment, where we unpack the age-old question: Paper or Purpose—what's your ultimate goal? 🌟 Join Myq and Don as they delve into the heart of business, exploring the dynamics of the YouTube economy, the current state of the content creator space, and the secrets to bre…

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