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

June 5, 2026 32 mins
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 Geitz joins Angelina and Martin to unpack how AI is fundamentally reshaping the innovation lifecycle from ideation to commercialization. Manuel explains why AI’s real advantage isn’t speed or scale, but decision quality. As innovation becomes continuous and data‑orchestrated, l...
Listen
Watch
Mark as Played
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 move leaders from theory to action.
Listen
Watch
Mark as Played
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 from interviews with design leaders.
Listen
Watch
Mark as Played
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 Analyst Riccardo Pasto joins Martin Gill to reframe how leaders should re-think about complaints from a compliance burden to a strategic CX asset. The conversation breaks down why low complaint volumes can be a warning sign, how complaint costs quietly multiply across churn, b...
Listen
Watch
Mark as Played
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 analysis. That creates an existential threat. Or a breakthrough moment. In this episode, Angelina Gennis and Martin Gill are joined by ex-Forresterite Kerry Bodine, co‑author of Outside In, to explore how CX leaders can move from defense to reinvention in the age of AI. We cover ...
Listen
Watch
Mark as Played
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, VP and Principal Analyst at Forrester, about how to reboot journey measurement so it drives decisions, rather than populates dashboards.  We examine how to move beyond end‑of‑journey surveys and NPS to focus on measuring what actually matters: value for the customer and val...
Listen
Watch
Mark as Played
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, geopolitical risk, and rapid change are overwhelming CX teams, and explore what resilient leaders do differently. We connect macro‑level uncertainty to practical leadership choices CX executives must make now, and drawing on recent CX predictions, executive data, and real client...
Listen
Watch
Mark as Played
Growth makes coordination of customer problems harder - whatever your product. If your product is physical, the journey is daily, and customers are forming new habits, the "coordination tax" can erode both customer and employee experiences. In this episode, CX Cast co-host Angelina Gennis speaks with Cassidy Grace, CX Manager at Ridepanda about what it takes to scale CX in a B2B2C model without losing warmth, clarity, or trust. Ca...
Listen
Watch
Mark as Played
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?” In this episode, we dig into the benefits of asking this question with Senior Analyst Colleen Fazio.
Listen
Watch
Mark as Played
AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM platforms, not branded sites — and they trust these tools enough to ask sophisticated, advice level questions. Solo host Martin Gill speaks with principal analyst Aurelie L’Hostis to break down this shift and what leaders must do now. Aurelie shares new data on how consumers use third‑party AI as...
Listen
Watch
Mark as Played
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 Lilje, former Head of Global Customer Experience at Philips Healthcare, to unpack what a sustainable, upward career in customer experience (CX) really looks like. We explore how to: Use a CX leadership role as a springboard into broader business leadership. Read job descr...
Listen
Watch
Mark as Played
March 19, 2026 23 mins
CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions, and communication that connects CX work to business outcomes. Angelina Gennis talks with Principal Analyst, Judy Weader and VP, Principal Analyst, Katy Tynan, about how leaders at every level build influence and move organizations toward customer‑focused change. They cover: How the Three C’...
Listen
Watch
Mark as Played
February 12, 2026 30 mins
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 of downstream retail offerings, from convenience stores to registration service providers. Suryaveer Singh, head of loyalty CRM and data, describes how he used ENOC's broad ecosystem to create a unique value proposition for customers.
Listen
Watch
Mark as Played
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 Gennis speak with Tim van den Boomen, an interaction designer who creates escape rooms and immersive learning environments for brands. Tim shows how game mechanics, player archetypes, and simple physical props can transform low‑engagement CX moments into high‑impact experien...
Listen
Watch
Mark as Played
January 28, 2026 28 mins
Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experiences build trust, why personalization matters more than ever, how to avoid common pitfalls in hybrid formats, and what makes a standout CX event in 2026. He also previews exciting changes coming to Forrester’s CX events portfolio and offers practical advice for anyone planning to attend their fir...
Listen
Watch
Mark as Played
Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks. Featuring Jorissa Neutelings, Chief Digital Office...
Listen
Watch
Mark as Played
Principal Analysts Su Doyle and Shari Srebnick join Angelina to explore the differences and overlaps between Customer Success (CS) and Customer Experience (CX) teams. The conversation delves into CX and CS teams' primary goals, metrics, and the importance of collaboration in driving growth and retention. Featuring Su Doyle, Forrester Principal Analyst Shari Srebnik, Forrester Principal Analyst covering B2B Customer Success Show Not...
Listen
Watch
Mark as Played
December 30, 2025 16 mins
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 interviews with over 20 external guests. But 2026 will be bigger, with new live events and ever-expanding research coverage. What's a gaming expert got to enhance your roadshows? Why's Martin heading to Amsterdam? Find out - and then hit subscribe to catch every episode of 2026!
Listen
Watch
Mark as Played
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 its approach to customer engagement through its voice-of-the-customer program. Tzachi shares insights on how Amdocs transitioned from a monopoly mindset to a customer-centric approach, emphasizing the importance of understanding customer feedback and its impact on revenue.
Listen
Watch
Mark as Played
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 a transformative technology for business efficiency and connectivity. The discussion highlights the importance of analytics, translation, and the concept of agentic work in leveraging AI for enhanced performance.
Listen
Watch
Mark as Played

Popular Podcasts

    Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.

    Bleep! with Ana Navarro

    Fear thrives in silence and confusion. Ana Navarro rejects both. Her voice is an antidote to today’s chaos. Her new podcast, Bleep! with Ana Navarro, takes on today’s most pressing issues with the voices most connected to it: decision-makers, political leaders, cultural shapers, and people on the frontlines of the story. The conversations acknowledge the emotions we all feel—despair, sadness, fear— but emerge with knowledge, perspective, and hope. The belief is simple: fearless dialogue can transform fear into courage, and courage into change. When fear dominates the headlines, this show digs deeper. Because information, debate, and conversation don’t just ease fear, they give us power to shape the future.

    Hey Jonas!

    Hey Jonas! The official Jonas Brothers podcast. Hosted by Kevin, Joe, and Nick Jonas. It’s the Jonas Brothers you know... musicians, actors, and well, yes, brothers. Now, they’re sharing another side of themselves in the playful, intimate, and irreverent way only they can. Spend time with the Jonas Brothers here and stay a little bit longer for deep conversations like never before.

    Thanks Dad with Ego Nwodim

    Thanks Dad with Ego Nwodim is back! And this time, she's sitting down with not just dads, but anyone with a dad...so everyone! Raised by a single mom, Ego Nwodim may have daddy issues, but she suspects you might too. This season, Ego has funny, heartfelt conversations with actors, comedians, musicians and athletes about life and their experiences with their own fathers. Each episode starts with a simple question: “who do you want to say thanks to?” and ends with a listener asking Ego and the guest for some personal advice. Produced by the Big Money Players Network and iHeartRadio.

    Humor Me with Robert Smigel and Friends

    A weekly podcast where host, Robert Smigel, and a rotating panel, his friends, assist callers seeking help in making something in their real life funnier. Anything. A best man speech, a eulogy, a breakup letter, a cover letter, an apology, a Tinder profile - Robert, with a panel of professional comedy writers and comedians, will punch it up and get results. Want help with your writing assignment? Submit it to: speakpipe.com/humorme

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

Connect

© 2026 iHeartMedia, Inc.

  • Help
  • Privacy Policy
  • Terms of Use
  • AdChoicesAd Choices