372: Are Your Personas Hit Or Miss?

Featuring:

Gina Bhawalkar, Principal Analyst

Audrey Chee-Read, Principal Analyst

Show Notes:

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. We discuss:

What do CX and Marketing share in terms of persona best practices?

What are the common pitfalls of persona development?

How do we ensure personas are a beneficial tool?

Have modern tools like generative AI made it easier to create personas?

For more on the topic and links to Forrester reports, see Your Personas Are Outdated: It’s Time To Evolve Your Approach

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

The CX Cast September 10, 2024

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 targeted behavior change to align with customer and business priorities.

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Podcast

370: Your CX Cast Budget Planning Guide

The CX Cast September 3, 2024

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 planning guide.

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