In this very special episode of CX Cast, we speak with Forrester CX team research associates Gabriella Zoia and Will Willsea about how they support CX analysts in producing research on topics like customer-centric culture, CX maturity, and the ROI of improving CX. They share with us what they've learned about CX, and where they're interested to learn more.
Relevant research referenced:
Customer Obsession Is An Employee Engagement Strategy, Too
Does Customer Experience Really Drive Business Success?
B2B Customer Experience Teams Shape CX Design And Delivery
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