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
411: Harley Manning’s Five Universal Truths of CX
Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX…
- The CX Cast
410: Practitioner Stories: Zurich Insurance Transforms CX With AI
Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights…
- The CX Cast
409: Live At CX Summit EMEA, 2025
We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year's summit is all about the gap between brand and…
- The CX Cast
408: Practitioner Stories: The Epic Transformation Of Frontier Communications
Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated…
- The CX Cast
407: Why People Buy
Angelina and Martin are joined by returning guests Maxie Schmidt and Dipanjan Chatterjee to explore the fascinating psychology and data behind consumer…
- The CX Cast
CX Cast Replay: Paying Employees For CX Is A Bad Idea
Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. Show Notes: Originally episode 147, this recording kicked off…
- The CX Cast
406: Is AI Revolutionizing The Contact Center?
This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements…
- The CX Cast
405: High-Tech Industry CX Strategies
High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator — if implemented…
- The CX Cast
404: No More Excuses: Practice Customer Obsession The Right Way
All those reasons why customer obsession is too hard don’t matter. Customer experience wins business. VP, Principal Analyst Shar VanBoskirk explains how…
- The CX Cast
403: Where Should Your CX Function Sit?
Does a CX team’s position in the organization affect its influence? Principal Analyst Judy Weader shares insights from recent survey data and qualitative…
- The CX Cast
402: Develop Your CX Leadership
You don’t just manage, you lead. Managing the details of CX – execution, measurement, strategy – is crucial, but for you to truly succeed, you must lead your…
- The CX Cast
401: How To Drive Growth By Aligning Your Brand Promise With CX
Why should CX professionals care about brand experience (BX)? Forrester VP, Principal Analysts Dipanjan Chatterjee and Thomas Husson join the podcast to…
- The CX Cast
400: The CX Culture Change Blueprint
CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to…
- The CX Cast
399: Build Your EX-To-CX Strategy Now
Employee feedback is part of a virtuous cycle of improving customer experience (CX) through employee empowerment and enablement that builds customer trust. But…
- The CX Cast
398: Advanced Analytics Will Transform Your CX Practice
Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins…
- The CX Cast
397: Generative AI: Lessons Learned
How should CX professionals use generative AI? Forrester VP, Principal Analyst Martha Bennett joins for a follow-up discussion to chat about the evolution and…
- The CX Cast
396: Guerilla CX
Guerilla CX is “swift, creative, and often low-cost tactics that make the most of rightsized data and foster experimentation and learning to create memorable…
- The CX Cast
395: Practitioner Stories: Embracing Journey Centricity At Nissan
Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a…
- The CX Cast
394: Getting Stakeholder Buy-In For Customer Research Pt. 2
Forrester identifies the firms that are helping businesses diagnose customer problems, develop a plan to solve those issues, and build the infrastructure…
- The CX Cast
393: How To Pick A CX Strategy Consulting Partner
In her recent evaluation of CX strategy consulting services providers, Forrester Principal Analyst Judy Weader identified the most significant ones and…
- The CX Cast
392: Evaluating Customer Feedback Management Platforms
In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report, The Forrester Wave™: Customer Feedback Management…
- The CX Cast
Episode 391: Practitioner Stories: Creating A CX Change Factory At E&
In this episode of the CX Cast, Chris Lipman, Chief Customer Officer at E&, returns to discuss the innovative approach E& takes toward CX improvement through…
- The CX Cast
Episode 390: Forrester Predictions 2025: Healthcare
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Forrester…
- The CX Cast
389: Forrester Predictions 2025: Retail
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Martin is…
- The CX Cast
388: Forrester Predictions 2025: Government
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. This week, Forrester analysts…
- The CX Cast
387: Forrester Predictions 2025: Financial Services
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, Forrester…
- The CX Cast
386: Forrester Predictions 2025: Customer Experience
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Senior…
- The CX Cast
Cheers To 2024!
Martin and Angelina reflect on CX Cast successes in 2024 and give a glimpse into the exciting lineup for 2025.
- The CX Cast
385: Practitioner Stories: Designing Human-Centric AI Experiences At Phillips Healthcare
Philips Healthcare is at the forefront of a dynamic market. Telemedicine, the lasting impact of the pandemic, the aging population, consumer access to…
- The CX Cast
384: How Fujitsu Europe Scaled Its CX Transformation
Ben Phillips, Head of Fujitsu Europe’s Customer Experience Performance Center, joins the CX Cast to share how Fujitsu Europe has scaled its CX program in a…
- The CX Cast
383: Practitioner Stories: Verizon’s CX In The AI Revolution
As Verizon consumer group’s first-ever Chief Customer Experience Officer, Brian Higgins accomplished a lot in just over a year. He joins the CX Cast to discuss…
- The CX Cast
382: Journey Mapping Masterclass 4: Drive Gains From Journey Mapping
This is the final episode in our 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment…
- The CX Cast
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…
- The CX Cast
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…
- The CX Cast
379: Journey Mapping Masterclass 1: Frame The Effort
This is the first in a 4-episode deep-dive on journey mapping with our journey mapping expert, Joana de Quintanilha. In this episode, Joana gives an overview…
- The CX Cast
378: Practitioner Stories: Journey Management At Prudential
We continue our series on Prudential’s CX transformation by interviewing John Sciacchitano, VP, Head of Journey Management. He describes a framework of journey…
- The CX Cast
377: How To Design Trustworthy AI Experiences
Eighty percent of UK consumers believe that firms should always disclose when they use AI, yet only 48% believe that AI powers self-driving cars. With such a…
- The CX Cast
376: Practitioner Stories: People-Centric CX At eBay
CX leaders at large global organizations are developing new strategies to achieve better CX with AI while maintaining the well-being of frontline talent. Derek…
- The CX Cast
375: Practitioner Stories: Implementing NPS At e&
In this episode of CX Cast, we sit down with Chris Lipman, Chief Customer Experience Officer at e&. Together, we delve into the nuances of leveraging Net…
- The CX Cast
374: Feedback Is A Touchpoint, Too
Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a…
- The CX Cast
373: CX Index Reveals Drop In Quality For European Banks
Forrester's CX Index measures customers' perceptions of how well companies deliver customer experiences to ultimately build or sustain loyalty. It assesses CX…
- The CX Cast
372: Are Your Personas Hit Or Miss?
Personas are a foundational, seemingly simple tool—yet they’re deceptively challenging. That’s the premise of the latest research by Audrey Chee-Read and Gina…
- The CX Cast
371: Behaviors Are The Building Blocks Of Customer-Focused Culture
Culture change is necessary for an organization to be more customer obsessed and deliver better customer experiences. That culture change requires specifying…
- The CX Cast
370: Your CX Cast Budget Planning Guide
Forrester's annual Budget Planning Guide for Customer Experience offers data-driven guidance on where to increase, decrease, or experiment with your budget for…
- The CX Cast
369: How To Plan A CX Day
CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is…
- The CX Cast
368: How To Solve For CX With GenAI Hackathons
How can CX leaders apply generative AI to creating customer experiences or transforming their work? Listen to learn how CX leaders can run genAI hackathons to…
- The CX Cast
367: The State of CX Measurement
Every year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement…
- The CX Cast
366: CX Case Studies Overview
Culture work underpins every successful customer experience (CX) transformation. Martin and Angelina discuss Forrester’s collection of case studies that…
- The CX Cast
365: Harness Mental Models To Create Strategic Alignment
Mental models operate throughout your organization. They determine what we believe will occur and create expectations, predictions, and decisions — for…
- The CX Cast
364: Global And Local Themes At Our CX Summits
CX event season may be over, but we're not done with it on the CX Cast yet! VP, Research Director Rick Parrish joins us this week to compare and contrast his…
- The CX Cast
363: Live At CX Summit EMEA, 2024
We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year, sessions will focus on blending generative AI…
- The CX Cast
362: Live At CX Summit North America, 2024
We come to you live this week from Forrester’s annual CX Summit North America conference in Nashville, Tennessee. This year, sessions will focus on blending…
- The CX Cast
361: Practitioner Stories: CX At Prudential
Julian Aldeco, VP, Head of Customer Voice and Obsession at Prudential Financial, gives a candid retelling of Prudential's CX transformation thus far. Aldeco…
- The CX Cast
360: Conversational AI For Customer Service
Generative AI signaled a major shift in vendor strategy for conversational AI. What do CX pros and customer service leaders, as the customers of these vendors…
- The CX Cast
359: Systems Thinking For CX: Collaboration And Productivity
Principles of systems thinking expand our view on how to transform experiences and support the employees that deliver those experiences. Forrester VP and…
- The CX Cast
358: Generative AI And Search Product Discovery
Search can make or break your digital experience, but how much do you really know about search vendors, the choices you can make, and how search really impacts…