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

33:41

425: Beyond Demographics – Transforming CX With...

The CX Cast ·

2025/10/22

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 key innovations: computer vision, natural language processing, and biometrics. The conversation explores how these technologies are shaping CX strategies, driving business outcomes, and redefining what it means to understand customer intent.

en-US

40:52

424: Live At CX Summit APAC, 2025

The CX Cast ·

2025/10/14

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 analysts and CX industry attendees on topics affecting CX across Australia and the APAC region.

en-US

34:35

423: Culture Change — Messy, Meaningful, And Human

The CX Cast ·

2025/10/07

Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.

en-US

23:14

422: Educating Future CX Pros

The CX Cast ·

2025/09/30

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. Debra shares her journey from fast-moving consumer goods marketing to academia, and how UCL builds real-world skills and employability for students while adapting to changes brought by AI.

en-US

29:45

421: Change Management In CX – Why It Fails And How...

The CX Cast ·

2025/09/23

Martin and Angelina explore the role of change management in CX transformation. Drawing from Angelina’s latest research and Martin’s past experiences, they unpack why CX programs stall and how organizations can better embed change into their operations. The conversation covers emotional engagement, leadership, AI, and practical strategies for driving lasting change.

en-US

32:55

Replay: Volkswagen Group Australia Connects EX To CX

The CX Cast ·

2025/09/18

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 customer and employee experiences. As Angelina notes in the introduction, Jason shares a brief autobiography that highlights where his passion for service began. The interview explores the connection between exceptional employee and customer experiences, emphasizing genuinely caring for both groups is essential to achieve business returns from CX

en-US

18:33

420: CX Stakeholder Management

The CX Cast ·

2025/09/09

Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively. Su shares valuable insights on creating stakeholder personas and aligning metrics to drive collaboration and success.

en-US

1:02:07

419: Rethinking Mobility Through Customer Experience

The CX Cast ·

2025/09/02

In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems — from EVs to mass transit — can be reimagined through a customer-centric lens. Joined by VP principal analyst Paul Miller and CX researcher Hannah Jachim, the conversation challenges traditional tech-centric narratives and emphasizes the importance of understanding real human needs in mobility design.

en-US

19:48

418: How Accurate Marketing Management Improves...

The CX Cast ·

2025/08/26

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 measurement and analytics. Brad shares how to accurately measure the impact of marketing efforts, the evolution of marketing mix modeling, and the role of data science in modern marketing strategies.

en-US

26:21

417: Practitioner Stories: Scaling Journey Management...

The CX Cast ·

2025/08/19

Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed the basics first. So, she led the development of a customer journey mapping “cookbook”, turned the cookbook into skills, built a journey atlas, and standardized the approach so different business units were working the same way – just to name a few accomplishments.Featuring: Cecilie Kobbelgaard, Global Customer Journey Manager, Grundfos Show

en-US

26:37

416: Can Employees Keep Up With Customers’ Tech...

The CX Cast ·

2025/08/13

As customers' expectations shift due to their adoption of new technologies, organizations need to adapt. TCQ, Forrester’s Technology Change Quotient, measures the readiness of employees, teams, and organizations to adapt to technology in a way that drives productivity, creativity, and inventiveness. J. P. Gownder, VP, Principal Analyst joins us to explain how. Featuring: J. P. Gownder, VP, Principal Analyst Show Notes: As customers' expectations shift due to their adoption of new technologies,

en-US

28:34

415: Journey Innovation

The CX Cast ·

2025/08/05

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 and cocreate breakthrough value with customers. Joana highlights actionable strategies and creative techniques, as well as how to strike the balance between data-driven insights and imaginative thinking to supercharge your customer journeys.

en-US

20:12

CX Cast Replay: Amex Takes VoC To The Next Level

The CX Cast ·

2025/07/29

Originally episode 283, this recording focuses on how American Express evolved their VoC program. Show Notes: Originally episode 283, this recording focuses on how American Express evolved their VoC program. Luis Angel-Lalanne, VP of Customer Voice at Amex, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action. Related content: 283: Amex Takes VoC To The Next Level - Forrester 319: The

en-US

29:14

413: Inside The Experience Room – Designing Immersive...

The CX Cast ·

2025/07/22

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 experience debuted at Forrester's CX Summit EMEA 2025. Created to be fast-paced, emotionally engaging, and highly collaborative, the Experience Room offered participants — working together as a bank team to improve the home-buying experience — a unique, interactive way to engage customers with four key CX tools.

en-US

20:29

412: Live At CX Summit NA, 2025

The CX Cast ·

2025/07/15

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 framework, a new measurement that connects brand and CX to deliver a more comprehensive picture of where brands stand. We spoke to some Forrester analysts at the event to discuss the research they shared and insights they gathered.

en-US

33:20

411: Harley Manning’s Five Universal Truths of CX

The CX Cast ·

2025/07/08

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 over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also shares a wealth of anecdotes that span his decades-long career as a CX thought leader.

en-US

29:45

410: Practitioner Stories: Zurich Insurance...

The CX Cast ·

2025/07/01

Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich's journey towards becoming more customer-focused, emphasizing the importance of empathy, transparency, and reliability in AI applications. From speeding up claims processing to enhancing internal communications, discover how Zurich is leveraging AI to benefit both customers and employees.Featuring: Conny Kalcher, Group Chief

en-US

24:01

409: Live At CX Summit EMEA, 2025

The CX Cast ·

2025/06/24

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 customer experience and between strategy and execution with a dive deep into metrics and journeys. We capture some attendee and speaker voices discussing the research shared during the event.Featuring: Multiple speakers and attendees: Hanneke Mulder (Xerox) Shawn Stanyer (Bank of Valletta) Jorissa Neutelings (ABN AMRO) Nils Schmeling

en-US

21:00

408: Practitioner Stories: The Epic Transformation Of...

The CX Cast ·

2025/06/17

Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems. It's new CEO launched four priorities to refocus the organization: Build fiber, sell fiber, improve customer service, become operationally efficient. Frontier's Chief Customer Operations officer, Charlon McIntosh tells the CX transformation story, with winning examples of stakeholder collaboration and guerilla CX.

en-US

24:46

407: Why People Buy

The CX Cast ·

2025/06/10

Angelina and Martin are joined by returning guests Maxie Schmidt and Dipanjan Chatterjee to explore the fascinating psychology and data behind consumer purchasing decisions. Drawing from their latest Forrester research, we unpack why people say they buy versus why they actually do—and how brands can use this knowledge to better serve their customers. We discuss:Why traditional surveys fall short and how to uncover real motivations How the MaxDiff method can be used to identify primary,

en-US

185 results

Similar Podcasts

DW Noticias

DW

JIJI English News-時事通信英語ニュース-

時事通信社

Legal AF by MeidasTouch

MeidasTouch Network

Mark Levin Podcast

Cumulus Podcast Network

朝日新聞AJW 英語ニュース（The Asahi Shimbun Asia & Japan Watch）

朝日新聞ポッドキャスト