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

401: How To Drive Growth By Aligning Your Brand Promise With CX

April 22, 2025 • 24 mins
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.
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400: The CX Culture Change Blueprint

April 15, 2025 • 34 mins
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.
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399: Build Your EX-To-CX Strategy Now

April 8, 2025 • 29 mins
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 l...
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398: Advanced Analytics Will Transform Your CX Practice

April 1, 2025 • 26 mins
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.
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397: Generative AI: Lessons Learned

March 25, 2025 • 29 mins
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. 
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396: Guerilla CX

March 18, 2025 • 20 mins
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 inte...
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395: Practitioner Stories: Embracing Journey Centricity At Nissan

March 11, 2025 • 31 mins
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.
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394: Getting Stakeholder Buy-In For Customer Research Pt. 2 

March 4, 2025 • 19 mins
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.
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393: How To Pick A CX Strategy Consulting Partner

February 25, 2025 • 30 mins
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.
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392: Evaluating Customer Feedback Management Platforms

February 18, 2025 • 26 mins
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.
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Episode 391: Practitioner Stories: Creating A CX Change Factory At E&

February 12, 2025 • 28 mins
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 out...
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Episode 390: Forrester Predictions 2025: Healthcare

February 4, 2025 • 35 mins
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.  
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389: Forrester Predictions 2025: Retail

January 28, 2025 • 24 mins
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.
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388: Forrester Predictions 2025: Government 

January 21, 2025 • 27 mins
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.
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387: Forrester Predictions 2025: Financial Services

January 14, 2025 • 21 mins
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, Forrester Research Directors David Hoffman, Oliwia Berdak, and CX Cast host Martin Gill team up to go over Forrester’s 2025 Financial Services predictions.
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386: Forrester Predictions 2025: Customer Experience

January 7, 2025 • 22 mins
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Senior Analyst Christina McAllister and CX Cast host Martin Gill team up to explain how Forrester’s 2025 CX predictions came together.
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Cheers To 2024!

December 24, 2024 • 6 mins
Martin and Angelina reflect on CX Cast successes in 2024 and give a glimpse into the exciting lineup for 2025. 
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385: Practitioner Stories: Designing Human-Centric AI Experiences At Phillips Healthcare

December 17, 2024 • 28 mins
Philips Healthcare is at the forefront of a dynamic market. Telemedicine, the lasting impact of the pandemic, the aging population, consumer access to healthcare data, and other factors are challenging old business models. Tina Lilje, Global Head of CX at Phillips Healthcare joins us to share how she and her team are embracing AI to enhance CX.
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384: How Fujitsu Europe Scaled Its CX Transformation

December 10, 2024 • 45 mins
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 complex, account-driven B2B services organization.
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383: Practitioner Stories: Verizon’s CX In The AI Revolution 

December 3, 2024 • 27 mins
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 his strategy to deliver best-in-class experiences across all consumer touch points while more efficiently serving customers.
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