447: Kerry Bodine On Why 2026 Is The CX Profession’s Inflection Point

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 a range of pop culture influences, from Terminator‑level anxiety about the coming AI apocalypse to our "Avengers Assemble" moment, which uncovers how the diversity of CX leaders' backgrounds, roles, approaches, and definitions is a feature — not a bug. However, to apply this advantage, teams must stop hiding in echo chambers and start speaking the language of executives: risk, outcomes, and organizational impact.

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447: Kerry Bodine On Why 2026 Is The CX Profession’s Inflection Point is an episode from Forrester's CX Cast by Forrester.

This episode is 34:42 long.

This episode was published on May 7, 2026.

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