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

425: Beyond Demographics – Transforming CX With Computer Vision, NLP, And Biometrics

October 22, 2025 • 33 mins
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.
Mark as Played

424: Live At CX Summit APAC, 2025

October 14, 2025 • 40 mins
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.
Mark as Played

423: Culture Change — Messy, Meaningful, And Human

October 7, 2025 • 34 mins
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.
Mark as Played

422: Educating Future CX Pros

September 30, 2025 • 23 mins
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.
Mark as Played

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

September 23, 2025 • 29 mins
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.
Mark as Played

Replay: Volkswagen Group Australia Connects EX To CX

September 18, 2025 • 32 mins
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...
Mark as Played

420: CX Stakeholder Management

September 9, 2025 • 18 mins
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. 
Mark as Played

419: Rethinking Mobility Through Customer Experience

September 2, 2025 • 31 mins
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.
Mark as Played

418: How Accurate Marketing Management Improves Customer Experience

August 26, 2025 • 19 mins
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.
Mark as Played

417: Practitioner Stories: Scaling Journey Management At Grundfos

August 19, 2025 • 26 mins
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:...
Mark as Played

416: Can Employees Keep Up With Customers’ Tech Expectations? 

August 13, 2025 • 26 mins
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 customer...
Mark as Played

415: Journey Innovation

August 5, 2025 • 28 mins
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.
Mark as Played

CX Cast Replay: Amex Takes VoC To The Next Level

July 29, 2025 • 20 mins
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 con...
Mark as Played

413: Inside The Experience Room – Designing Immersive CX Learning

July 22, 2025 • 29 mins
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 c...
Mark as Played

412: Live At CX Summit NA, 2025

July 15, 2025 • 20 mins
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.
Mark as Played

411: Harley Manning’s Five Universal Truths of CX

July 8, 2025 • 33 mins
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...
Mark as Played

410: Practitioner Stories: Zurich Insurance Transforms CX With AI

July 1, 2025 • 29 mins
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...
Mark as Played

409: Live At CX Summit EMEA, 2025

June 24, 2025 • 24 mins
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...
Mark as Played

408: Practitioner Stories: The Epic Transformation Of Frontier Communications

June 17, 2025 • 21 mins
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 exampl...
Mark as Played

407: Why People Buy

June 10, 2025 • 24 mins
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 motivati...
Mark as Played

Popular Podcasts

    Stuff You Should Know

    Stuff You Should Know

    If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.

    Dateline NBC

    Dateline NBC

    Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com

    CrimeLess: Hillbilly Heist

    CrimeLess: Hillbilly Heist

    It’s 1996 in rural North Carolina, and an oddball crew makes history when they pull off America’s third largest cash heist. But it’s all downhill from there. Join host Johnny Knoxville as he unspools a wild and woolly tale about a group of regular ‘ol folks who risked it all for a chance at a better life. CrimeLess: Hillbilly Heist answers the question: what would you do with 17.3 million dollars? The answer includes diamond rings, mansions, velvet Elvis paintings, plus a run for the border, murder-for-hire-plots, and FBI busts.

    The Breakfast Club

    The Breakfast Club

    The World's Most Dangerous Morning Show, The Breakfast Club, With DJ Envy, Jess Hilarious, And Charlamagne Tha God!

    Crime Junkie

    Crime Junkie

    Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.

Advertise With Us
Music, radio and podcasts, all free. Listen online or download the iHeart App.

Connect

Explore

iHeart

Live Radio

Podcasts

Artist Radio

Exclusives

News

Features

Events

Contests

Photos

Information

About

Advertise

Blog

Brand Guidelines

Contest Guidelines

Subscription Offers

Jobs

Get the App

Automotive

Home

Mobile

Wearables

© 2025 iHeartMedia, Inc.