Shows / The CX Cast
The CX Cast
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.
Episodes
- The CX Cast
471: Practitioner Stories: AI-Driven Customer Self-Service with Fabletics and Consensys
Practitioners from Fabletics and Consensys offer detail on what it takes to move conversational AI into production—grounding deployment in customer experience…
- The CX Cast
470: Practitioner Stories: AI-Driven Customer Self-Service with Ancestry and AppFolio
Angelina Gennis and Max Ball speak with Joe Wang of Ancestry and Guneet Singh of AppFolio about what it takes to move conversational AI into…
- The CX Cast
469: Journey Mapping Essentials: The Journey-Centricity Roadmap
Journey mapping is valuable. Journey centricity is transformative. In this replay, explore how to move beyond individual projects and build a journey-centric…
- The CX Cast
468: Journey Mapping Essentials: Journey Innovation
The best journey programs do more than identify problems. They create opportunities for innovation. In this replay, explore how customer journey insights can…
- The CX Cast
467: Journey Mapping Essentials: Supercharging Your Journey Mapping
Creating journey maps is only the beginning. This replay from way back in the archives explores techniques for increasing the value, influence, and outcomes of…
- The CX Cast
466: Journey Mapping Essentials: Why Every Organization Needs A Journey Atlas
Customer journeys rarely exist in isolation. In this replay, explore why leading organizations need a journey atlas to understand how journeys connect…
- The CX Cast
465: Journey Mapping Essentials: Seven Steps To Effective Journey Mapping
Many organizations create journey maps. Far fewer use them to drive measurable change. This replay breaks down seven practical steps for creating journey maps…
- The CX Cast
464: Change CX Culture By Asking Better Questions
Many CX leaders know culture needs to change before a customer experience (CX) transformation can succeed. The challenge is knowing where to start. In this…
- The CX Cast
463: Distrust In The Age Of AI
In this episode, Martin Gill and Angelina Gennis welcome Enza Iannopollo — VP, principal analyst — to discuss new research on trust, responsible AI, and what…
- The CX Cast
462: Use Cases For AI In Experience Research
AI moderators promise to make qualitative research faster and more scalable, but where do they fit in the research process? Senem Biyikli joins Martin Gill and…
- The CX Cast
461: Practitioner Stories: How Michelle Samuel Built Momentum in Her First Year at Nationwide
Many organizations collect customer feedback. Far fewer consistently turn it into action and measurable business results. Angelina Gennis speaks with Michelle…
- The CX Cast
460: CX Cast Replay – How Fujitsu Europe Scaled CX Transformation
This week on the CX Cast we dig into our archives to bring you an episode that's stood the test of time. Fujitsu is a global B2B technology and services…
- The CX Cast
459: Why Inclusive Design Improves Customer Experience For Everyone
Most organizations still design for an "average" customer. The problem? There is no average customer. In this episode, producer Hannah Jachim, who in her…
- The CX Cast
458: How Employee Experience Powers Total Experience Growth
Customer growth comes from two sources: strengthening relationships with existing customers and attracting new ones. Forrester's Total Experience (TX)…
- The CX Cast
Hands On: Building Interactive Experiences
Most CX leaders know stakeholder alignment is hard. Strategy workshops stall. Teams focus on blockers. Momentum fades before transformation begins. In this…
- The CX Cast
456: Why You Need A Journey Decision System
Most organizations have journey maps, dashboards, and customer insight. Many struggle to turn them into meaningful decisions. In this CX Cast episode, learn…
- The CX Cast
455: Closing the Digital Experience Gap: From Channels to Customer Moments
Great CX starts outside-in. If customers aren’t using what you built, the problem isn’t them. Host Martin Gill speaks with Tom Mouhsian, Principal Analyst at…
- The CX Cast
454: Make CX Strategy Stick With Interactive Learning
Most CX strategies fail to land. Not because the ideas are wrong, but because teams don't internalize the decisions behind them. Host Martin Gill speaks with…
- The CX Cast
453: Build The Experience AI Can’t At CX Summit EMEA
CX Summit EMEA brought CX, digital and marketing leaders together to challenge them to build the experience AI can't. We focused on earning trust, aligning…
- The CX Cast
452: Practitioner Stories: Redesigning The B2B Enterprise For CX Led Growth At Expereo
Enterprise CX transformation rarely starts with journey maps or dashboards. It starts with fixing real problems fast. In this episode of CX Cast, Angelina…
- The CX Cast
451: Embrace The AI Innovation Lifecycle
AI makes it easy to generate ideas. The hard part is deciding which ones deserve investment. In this episode of CX Cast, Forrester Principal Analyst Manuel…
- The CX Cast
450: Why Playing Games Makes Your CX Strategy Stick
In this episode, hear how hosts Angelina Gennis and Martin Gill use Forrester's research to design immersive, game‑based experiences for our CX Forums that…
- The CX Cast
449: How AI Shifts Design Work To The Left
AI isn't killing design — but it is reshaping workflows, roles, and expectations. Principal Analyst Gina Bhawalkar joins the CX Cast to discuss her findings…
- The CX Cast
448: Separating The Signal From The Noise Of Customer Complaints
Customer complaints are not noise. They are high‑fidelity signals of broken expectations, rising risk, and lost value. In this episode of CX Cast, Principal…
- The CX Cast
447: Kerry Bodine On Why 2026 Is The CX Profession’s Inflection Point
CX leaders are at an inflection point. AI can now do much of the work CX teams once defined themselves by, such as journey mapping, insight synthesis, and…
- The CX Cast
446: Reboot Journey Measurement To Prove Value
Many CX teams say they are journey‑led. Fewer can prove the value of those journeys. In this episode, Angelina Gennis and Martin Gill speak with Maxie Schmidt…
- The CX Cast
445: How CX Leaders Build Resilience In A Volatile World
Uncertainty is no longer an exception. It is the operating environment. In this episode of CX Cast, Angelina Gennis and Martin Gill unpack why volatility…
- The CX Cast
444: Practitioner Stories: Curbing Coordination Tax At Ridepanda
Growth makes coordination of customer problems harder - whatever your product. If your product is physical, the journey is daily, and customers are forming new…
- The CX Cast
443: Communicating CX: Start With A Better Question
What if CX leaders could stop guessing what stakeholders want and instead ask a single structured prompt: “If you knew __ about customers, what would you do?”…
- The CX Cast
442: How Conversational Banking Unlocks Tomorrow’s Agentic Experiences
AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM platforms, not…
- The CX Cast
441: I’m a CX Leader, Get Me Out of Here!
Many CX leaders look at their org chart and wonder: Is this career path dead end or a launchpad? Co-hosts Martin Gill and Angelina Gennis sit down with Tina…
- The CX Cast
440: The Path to CX Leadership
CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions, and communication…
- The CX Cast
439: Practitioner Stories: ENOC
A well-designed loyalty program can encourage customer behaviors that unlock shared value. Oil and gas player Emirates National Oil Company (ENOC) has a range…
- The CX Cast
438: Turn CX Strategy Into Action With Game Based Learning Principles
CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Martin Gill and Angelina…
- The CX Cast
437: CX For In-Person Events
Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experiences build trust, why…
- The CX Cast
436: Practitioner Stories: Building A Liquid Company At ABN AMRO
Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal…
- The CX Cast
435: CX And CS: Collaboration For Business Outcomes
Principal Analysts Su Doyle and Shari Srebnick join Angelina to explore the differences and overlaps between Customer Success (CS) and Customer Experience (CX)…
- The CX Cast
434: Big Plans For 2026
Co-hosts Martin Gill and Angelina Gennis reflect on the past year of CX Cast episodes, including coverage of evolving themes like AI and insights-rich…
- The CX Cast
433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At Amdocs
Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and…
- The CX Cast
432: Practitioner Stories: Coastline Academy Transforms Customer Support From Firefighters To Architects
Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to fully embrace AI as…
- The CX Cast
431: Metrics Obsession – Fixing Dysfunctional CX Measurement
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its…
- The CX Cast
430: How To Select A Journey Management Platform
Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanilla joins Martin Gill…
- The CX Cast
429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI
This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forrester’s Izola AI…
- The CX Cast
428: Just Another Number? Introducing Forrester’s Total Experience Score
This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score — a framework…
- The CX Cast
427: Volatility, Responsible AI, And Trust
Martin and Angelina welcome back VP Principal Analyst Enza Iannopollo to discuss the evolving nature of trust in CX — especially in the context of global…
- The CX Cast
425: Beyond Demographics – Transforming CX With Computer Vision, NLP, And Biometrics
Brendan Witcher, VP principal analyst, joins Angelina and Martin to discuss the evolving role of AI and data in CX. Brendan shares insights focusing on three…
- The CX Cast
424: Live At CX Summit APAC, 2025
This week, host Martin Gill travels down under to Forrester’s CX Summit APAC in Sydney. Tune in to hear a series of quickfire discussions with Forrester…
- The CX Cast
423: Culture Change — Messy, Meaningful, And Human
Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in…
- The CX Cast
422: Educating Future CX Pros
Martin is joined by Debra Eddy, guest lecturer at University College London (UCL), to discuss how universities are preparing the next generation of CX leaders…
- The CX Cast
421: Change Management In CX – Why It Fails And How To Fix It
Martin and Angelina explore the role of change management in CX transformation. Drawing from Angelina’s latest research and Martin’s past experiences, they…
- The CX Cast
Replay: Volkswagen Group Australia Connects EX To CX
In 2019, former CX Cast co-hosts Sam Stern and Jenny Wise brought Jason Bradshaw, then Chief Customer Officer at Volkswagen Group Australia, to discuss…
- The CX Cast
420: CX Stakeholder Management
Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools…
- The CX Cast
419: Rethinking Mobility Through Customer Experience
In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems — from EVs to mass transit — can be…
- The CX Cast
418: How Accurate Marketing Management Improves Customer Experience
How can marketing work with CX to improve customer experience? This week, Angelina sits down with senior analyst Brad Haag to dive into the world of marketing…
- The CX Cast
417: Practitioner Stories: Scaling Journey Management At Grundfos
Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed…
- The CX Cast
416: Can Employees Keep Up With Customers’ Tech Expectations?
As customers' expectations shift due to their adoption of new technologies, organizations need to adapt. TCQ, Forrester’s Technology Change Quotient, measures…
- The CX Cast
415: Journey Innovation
Angelina Gennis and Martin Gill sit down with Joana de Quintanilha, VP and principal analyst, to explore how companies can go beyond fixing broken experiences…
- The CX Cast
CX Cast Replay: Amex Takes VoC To The Next Level
Originally episode 283, this recording focuses on how American Express evolved their VoC program. Show Notes: Originally episode 283, this recording focuses on…
- The CX Cast
413: Inside The Experience Room – Designing Immersive CX Learning
Joana de Quintanilha and first-time CX Cast guest Richard Sheahan unpack the creation and impact of the Experience Room — an immersive, hands-on learning…
- The CX Cast
412: Live At CX Summit NA, 2025
We come to you live this week from Forrester’s annual CX Summit NA conference in Nashville! This year, Forrester unveiled its new Total Experience Score…