Customer Experience Meets Business Technology In Forrester’s New Podcasts

Like it or not, the success of your customer experience initiatives depends on business technology.  

That’s because the quality of customer interactions with your brand results from a complex system of interdependent people, processes, policies, and technology that we call the “customer experience ecosystem.” And just like a natural ecosystem, when your CX ecosystem gets out of balance, every part of it suffers — especially your customers.

An increasing number of CIOs, enterprise architects, and application developers get this. That surprises many of the marketers and other business people I talk to on a regular basis. But it shouldn’t: Business technology leaders are ideally placed to see the connective technology tissue needed to create a standout omnichannel customer experience.

To help shed insight into the complex interplay of customer experience and business technology, I recently sat down with Stephen Powers, Forrester vice president and research director serving application development and delivery professionals, to record a podcast. You can hear it in its entirety below (episode 1) or choose topic-sized cuts (episodes 2, 3, and 4).

You can also download the podcasts through iTunes and subscribe to Forrester's podcast series

And if you want to learn more about how to define, implement, and manage customer experience, just follow this link to our website dedicated to customer experience, Why Customer Experience? Why Now?


Episode 1 (Note: This is the full episode; the other three are shorter cuts of the same conversation.)

Title: Building A Better Customer Experience

Description: You can’t improve the customer experience simply with a slogan. It requires systematically breaking down the different ways customers interact with your brand, fixing what’s broken, measuring the results, and making a compelling business case for customer experience enhancements.  

Running time: 28:07


Title: Balancing Business Demands With IT Capability To Deliver Great Customer Experience

Description: You can’t “buy a box of customer experience.” Business executives need to understand the specific areas where so-called customer experience management vendors can help move the needle on performance.

Running time: 11:46


Title: Outside In Thinking About Customer Experience

Description: Great customer experience is the result of an orchestrated customer experience ecosystem that includes many functions that customers will never see.

Running time: 10:42


Title: Do You Need A Chief Customer Officer?

Description: Many firms are putting a single executive in charge of the customer experience. But that’s not necessarily the right model for every organization.  

Running time: 7:32


How to dL these podcasts for later listening

Would like to save these to my phone so I can listen while commuting, where connectivity is spotty. Am using Chrome and see no way to dL or save as. Am I missing something? Thanks.

Check the updated post with link to iTunes

Hi, Doug

My tech guru tells me that if you go to iTunes you should be able to solve your download problem. I just updated the post with a link.

Let me know if this works for you!



Thanks for the prompt response Harley. I'm one of the 79.3% of global smartphone users that use Android as opposed to the 13.2% that use IOS (August 7, 2013 IDC report) so I don't have much use for iTunes. I've not used it in many months, butI do have iTunes installed on my home desktop and will have a look and dL from there and then copy to my phone.

Not a great Customer Experience, but I know your material is worth it! :)

Keep up the great work (and maybe tip your hat to your Android carrying audience a bit).

Thanks again,


A timely topic indeed .

A timely topic indeed .