In this episode, we talk about how Forrester tries to eat its own dog food. Forrester's Director of CX Research And Insights, Sarah Bloomer, joins us to discuss her work to improve the client experience inside of Forrester. She's mapping journeys, conducting in-depth client research, developing prototypes for new experiences, and making sure that Forrester products and services deliver value to clients. Listen to how she translates client requests - like wanting more flexibility, or content that is consumable in the cracks of the day - into specific changes to Forrester's products and services.
How To Assess The Quality Of Your Customer Journey Maps
How To Prototype Like A Pro
Customer Experience Strategy Best Practices
Brief: Using Data To Drive Customer-Centric Employee Behavior Change