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A weekly discussion with Forrester analysts highlighting new customer experience (CX) research and relevant CX topics in the news. More information at www.forrester.com. email: cxcast@forres...
Listen to Forrester's CX Cast, a Business podcast by Forrester. Stream 102 episodes in English, follow new audio stories, and play episodes online on Radio and Podcast.
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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...
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...
Uncertainty is no longer an exception. It is the operating environment. In this episode of CX Cast, Angelina Gennis and Martin Gill unpack w...
Growth makes coordination of customer problems harder - whatever your product. If your product is physical, the journey is daily, and custom...
What if CX leaders could stop guessing what stakeholders want and instead ask a single structured prompt: “If you knew __ about customers, w...
AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM pl...
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 si...
CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions,...
A well-designed loyalty program can encourage customer behaviors that unlock shared value. Oil and gas player Emirates National Oil Company...
CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Marti...
Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experienc...
Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyp...
Principal Analysts Su Doyle and Shari Srebnick join Angelina to explore the differences and overlaps between Customer Success (CS) and Custo...
Co-hosts Martin Gill and Angelina Gennis reflect on the past year of CX Cast episodes, including coverage of evolving themes like AI and ins...
Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolu...
Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to f...
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring...
Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanill...
This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forres...
This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Sco...
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Forrester's CX Cast is listed as a Business show. The show language is listed as English.
This page lists 102 episodes for Forrester's CX Cast. More episodes are available from the View more button when the list continues.