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.
Latest Episodes
Podcast
A Short Break + What’s Next
We’re off this week, but here’s a peek into some of our upcoming episodes!
Podcast
310: CX EMEA
This week we come live from Forrester’s CX EMEA conference where we speak to some of the analysts presenting on emerging technology, ChatGPT, Cookieless marketing and more, as well as catch up with one of our keynote speakers, Phil Bonhard of Lloyds Banking Group, and hear what attendees from Shell and Capgemini took away from […]
Podcast
309: The Current State Of Digital Accessibility
What motivates companies to develop accessibility programs? How have they changed since their inception, and what do they look like today? Principal Analyst Gina Bhawalkar drops in to chat about the current state of digital accessibility, including how it varies across industries and affects product development.
Podcast
308: Generative AI Needs Design And Will Transform It
Forrester VP and Principal Analyst David Truog brings his expertise in emerging technologies to the CX Cast, discussing the current state of generative AI and its relationship to design.
Podcast
307: TD Bank’s CX Journey
Jenn Lang, VP Enterprise Customer Experience and Consumer Insights at TD, joins the Cast to talk about CX at TD and their journey towards building a more strategic and holistic view of customer experience.
Podcast
306: How To Fit The Role Of CMO
What makes a CMO right-fit for the role, and effective as an individual? VP and Principal Analyst Shar VanBoskirk returns to the Cast to discuss what makes CMOs strategic and collaborative.
Podcast
305: Customer Obsession Matters For CX Quality
How can companies be truly customer obsessed? And what impact can that have on customer experience, ROI, and beyond? VP and Principal Analyst Shar VanBoskirk joins for a thorough examination into the concept and practice of customer obsession.
Podcast
304: Why You Can’t Create Value For Customers
How do you provide value to your customers if you can’t create it? VP Principal Analyst Maxie Schmidt is back on the cast this week to discuss the meaning of the value network, and how you can leverage this create the best possible experience for your customers.
Podcast
303: We Try Out Our Own Culture Research
The CX Cast’s very own co-host, Angelina Gennis, chats with Martin about her research into how to define, assess, and change organizational culture.
Podcast
302: Privacy & CX
How do you optimize CX in a new era of privacy? Forrester Principal Analyst Enza Iannopollo discusses the risks and concerns associated with sharing personal data.
Podcast
301: Practitioner Stories: Embedding CX Design at Avangrid
Energy company Avangrid and UX research and design firm Blink return to discuss the role of design in creating quality experiences at Avangrid. Forrester Senior Analyst AJ Joplin guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.
Podcast
300: Practitioner Stories: Building The CX Function At Avangrid
Energy company Avangrid and UX research and design firm Blink give a candid recounting of building the CX function at Avangrid. Forrester Senior Analyst Su Doyle guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.
Podcast
299: The CX Leader’s Guide To The Green Consumer
VP and Principal Analyst Thomas Husson and Researcher Melissa Chaudet join this week to share their research into the green consumer, touching on generational differences and the factors that contribute to them.
Podcast
298: The CX Of Mobility
Forrester analyst Karine Cardona-Smits discusses the untapped potential of optimizing CX for a range of consumer mobility experiences such as ride-share.
Podcast
297: CX Leader Priorities: Measure CX Performance And Prove ROI
Forrester analysts Maxie Schmidt-Subramanian and Pete Jacques explain how to establish an enterprise-wide CX measurement program to track the success of CX activities and demonstrate the ROI of improving CX.
Podcast
296: CX Leader Priorities: Enable CX With Technology
For Forrester’s fifth CX Priority, Martin and Principal Analyst Max Ball discuss how companies can gather, analyze, and make voice-of-the-customer data actionable by selecting and implementing the right tools.
Podcast
295: CX Leader Priorities: Design Experiences That Drive Loyalty
For Forrester’s fourth CX Priority, VP and Research Director Ian Jacobs and Senior Analyst Sheila Mahoutchian come on the Cast to discuss how to design, evaluate, and monitor experiences that drive customer loyalty.
Podcast
294: CX Leader Priorities: Embed Customer Insights Into The Business
For Forrester’s third CX Priority, VP and Principal Analyst Joana de Quintanilha comes on the Cast to discuss the tools, insights, and metrics you can leverage to drive customer-centric action throughout the entire CX ecosystem.
Podcast
293: CX Leader Priorities: Collect and Analyze Data For Customer Insights
Continuing our series on Forrester’s CX Priorities, VP and Principal Analyst Brandon Purcell lays out how business leaders can collect and use data across the business to impact customers.
Podcast
292: CX Leader Priorities: Establish, Fund, And Scale The CX Function
Martin and Angelina kick off a series of episodes focused on priorities for leaders to achieve CX transformation. Forrester senior analyst Judy Weader describes the importance of setting up a CX function that brings value back to the business.