x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

PODCAST

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.

news business news

All Episodes

18:13

CX Cast Replay: Paying Employees For CX Is A Bad Idea

The CX Cast ·

2025/06/03

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 a theme we've continued to cover: employee CX. VP, Principal Analyst Maxie Schmidt and former CX Cast host Sam Stern dive into how incentivizing better CX scores encourages unintended behaviors, stepping into the shoes of employees who “game the system." The lesson: design the system carefully in the first place to encourage the right

en-US

19:27

406: Is AI Revolutionizing The Contact Center?

The CX Cast ·

2025/05/27

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 brought on by AI and outlines areas where AI still has far to go. We also touch on the challenges faced by human agents and the confusion around terminology like "agentic" and "agents."

en-US

21:15

405: High-Tech Industry CX Strategies

The CX Cast ·

2025/05/20

High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator — if implemented effectively. Principal Analyst Su Doyle joins us to share practical CX strategies tailored for high-tech firms, emphasizing the importance of aligning CX with business objectives, leveraging customer success programs, and adopting performance-focused approaches to drive growth and improve customer relationships.

en-US

25:40

404: No More Excuses: Practice Customer Obsession The...

The CX Cast ·

2025/05/13

All those reasons why customer obsession is too hard don’t matter. Customer experience wins business. VP, Principal Analyst Shar VanBoskirk explains how customer obsession is not just a goal, but a continuous practice that can lead to significant improvements in customer experience and business efficiency. She shares real world examples, challenges in measuring customer obsession, and future directions for the research. We discuss: How customer obsession aligns with business strategy and

en-US

24:23

403: Where Should Your CX Function Sit?

The CX Cast ·

2025/05/06

Does a CX team’s position in the organization affect its influence? Principal Analyst Judy Weader shares insights from recent survey data and qualitative research, revealing that there isn't a one-size-fits-all answer. The placement of CX teams varies widely across different companies and industries, but organizational dynamics go beyond the org chart. The burden is on the CX leader to drive influence and flex with the nonlinear nature of CX maturity. Judy offers a decision-making framework to help

en-US

29:11

402: Develop Your CX Leadership

The CX Cast ·

2025/04/29

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 people to become customer-obsessed, empowered workers who understand and care about your customer’s outcomes.

en-US

24:46

401: How To Drive Growth By Aligning Your Brand...

The CX Cast ·

2025/04/22

Why should CX professionals care about brand experience (BX)? Forrester VP, Principal Analysts Dipanjan Chatterjee and Thomas Husson join the podcast to discuss the challenges organizations face in delivering a total experience and shed light on how BX can help drive growth.

en-US

34:35

400: The CX Culture Change Blueprint

The CX Cast ·

2025/04/15

CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to activate the entire workforce to demonstrate customer focus. In this episode, Angelina introduces a blueprint consisting of three key steps: 1) describing current and ideal culture; 2) assessing the current culture; and 3) leading culture change.

en-US

29:07

399: Build Your EX-To-CX Strategy Now

The CX Cast ·

2025/04/08

Employee feedback is part of a virtuous cycle of improving customer experience (CX) through employee empowerment and enablement that builds customer trust. But if you’re not building your CX strategy using this loop, you’re in a reactive cycle of EX-blind customer focus instead. Breaking the cycle begins with an effective employee listening strategy, followed by accountability at the leadership level to ensure that employee voice leads to appropriate action. Forrester Principal Analyst David

en-US

26:22

398: Advanced Analytics Will Transform Your CX Practice

The CX Cast ·

2025/04/01

Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytics. He outlines the path forward – even for those intimidated by advanced analytics.

en-US

29:41

397: Generative AI: Lessons Learned

The CX Cast ·

2025/03/25

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 current state of genAI, busting myths and addressing real-world CX applications.

en-US

20:49

396: Guerilla CX

The CX Cast ·

2025/03/18

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 moments that act as a catalyst for CX and EX transformation.” VP, Principal Analyst Joana de Quintanilha returns to explain why guerilla CX tactics need to be in every CX practitioner’s back pocket, as well as how deploying these tactics might lead to big impact on CX and internal customer-focused culture.

en-US

31:11

395: Practitioner Stories: Embracing Journey...

The CX Cast ·

2025/03/11

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 best-in-class integrated customer journey. Jivesh Juneja, Customer Journey Director at Nissan, joins the CX Cast to discuss Nissan’s journey from embracing customer journey mapping to scaling out journey management and adopting a journey-centric operating model.

en-US

19:57

394: Getting Stakeholder Buy-In For Customer Research...

The CX Cast ·

2025/03/04

Forrester identifies the firms that are helping businesses diagnose customer problems, develop a plan to solve those issues, and build the infrastructure needed to execute a CX transformation. That effort is led by Principal Analyst Judy Weader, who joins us to unpack her recent evaluation of the CX strategy consulting services market.

en-US

30:01

393: How To Pick A CX Strategy Consulting Partner

The CX Cast ·

2025/02/25

In her recent evaluation of CX strategy consulting services providers, Forrester Principal Analyst Judy Weader identified the most significant ones and researched, analyzed, and scored them. Judy joins us to unpick the CX strategy consulting services market.

en-US

26:54

393: Evaluating Customer Feedback Management Platforms

The CX Cast ·

2025/02/18

In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report, The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. We talk about the importance of vendor services to help CX leaders leverage increasingly complex platforms, how to think about your organizational readiness, and the promise of GenAI.

en-US

28:01

Episode 391: Practitioner Stories: Creating A CX...

The CX Cast ·

2025/02/12

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 their "CX Change Factory." We discuss: How does E& identify and prioritize CX issues for resolution? What role does the "CX Change Factory" play in improving E&'s CX? How does E& measure the impact of the CX improvements on customer satisfaction and business outcomes? Listen to the full episode to hear more about “CX Change

en-US

35:14

Episode 390: Forrester Predictions 2025: Healthcare

The CX Cast ·

2025/02/04

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Forrester analysts Arielle Trzcinski and Shannon Germain Farraher team up with host Martin Gill to dive into Forrester’s 2025 healthcare predictions.

en-US

24:50

389: Forrester Predictions 2025: Retail

The CX Cast ·

2025/01/28

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Martin is joined by Forrester VP, Principal Analyst Sucharita Kodali to discuss how Forrester’s 2025 retail predictions came together.

en-US

27:27

388: Forrester Predictions 2025: Government

The CX Cast ·

2025/01/21

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. This week, Forrester analysts Riccardo Pasto and Colleen Fazio join CX Cast host Martin Gill to discuss how Forrester’s 2025 Government predictions came together, and upcoming challenges to government CX.

en-US

185 results

Similar Podcasts

Expres Ráno

Expres FM

PBS News Hour - Full Show

PBS NewsHour

CD Voice

China Daily

Israel Today: Ongoing War Report

Noa Levi

Jeffrey Epstein: The Coverup Chronicles

Bobby Capucci