356: Enabling Frontline Employees Through Technology And Process

356: Enabling Frontline Employees Through Technology And Process Innovations

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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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381: Journey Mapping Masterclass 3: Validate The Journey

This is the third episode in a 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana discuss how to validate your journey map and gain stakeholder buy-in. Next week, we’ll conclude by diving into how we...

Published 11/19/24

The CX Cast

Published 11/19/24

380: Journey Mapping Masterclass 2: Workshop Your Journey

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...

Published 11/12/24