213: Introducing Judy Weader — Forrester’s Newest CX Analyst

Judy’s research focuses on prioritization, the return on investment of customer experience, and culture. In this episode, she talks about her past experiences as a Principal Advisor for Forrester’s Customer Experience Council, supporting CX leaders through the building, management, and ongoing improvement of their programs. We also discuss her time at Blue Cross & Blue Shield of Rhode Island, where she built and executed a CX strategy that involved managing voice of the customer, experience optimization, market research, and CX employee education across the enterprise.
Click the titles below for more on this topic:

* Keys To Implementing A B2B Customer Experience Program
* A Snapshot of B2B CX Programs
* Predictions 2020: Customer Experience

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.