Reboot Journey Measurement To Prove Value
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...
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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 dis...
The CX Cast® Podcast Guide
Listen to The CX Cast®, a Business podcast by Forrester. Stream 100 episodes in English, follow new audio stories, and play episodes online on Radio and Podcast.
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Episodes
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Episodes
20 of 100 episodes445: How CX Leaders Build Resilience In A Volatile World
Uncertainty is no longer an exception. It is the operating environment. In this episode of CX Cast, Angelina Gennis and Martin Gill unpack w...
444: Practitioner Stories: Curbing Coordination Tax At Ridepanda
Growth makes coordination of customer problems harder - whatever your product. If your product is physical, the journey is daily, and custom...
443: Communicating CX: Start With A Better Question
What if CX leaders could stop guessing what stakeholders want and instead ask a single structured prompt: “If you knew __ about customers, w...
442: How Conversational Banking Unlocks Tomorrow’s Agentic Experiences
AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM pl...
441: I’m a CX Leader, Get Me Out of Here!
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...
440: The Path to CX Leadership
CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions,...
439: Practitioner Stories: ENOC
A well-designed loyalty program can encourage customer behaviors that unlock shared value. Oil and gas player Emirates National Oil Company...
438: Turn CX Strategy Into Action With Game Based Learning Principles
CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Marti...
437: CX For In-Person Events
Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experienc...
436: Practitioner Stories: Building A Liquid Company At ABN AMRO
Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyp...
435: CX And CS: Collaboration For Business Outcomes
Principal Analysts Su Doyle and Shari Srebnick join Angelina to explore the differences and overlaps between Customer Success (CS) and Custo...
434: Big Plans For 2026
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...
433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At Amdocs
Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolu...
432: Practitioner Stories: Coastline Academy Transforms Customer Support From Firefighters To Architects
Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to f...
431: Metrics Obsession – Fixing Dysfunctional CX Measurement
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring...
430: How To Select A Journey Management Platform
Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanill...
429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI
This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forres...
428: Just Another Number? Introducing Forrester’s Total Experience Score
This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Sco...
427: Volatility, Responsible AI, And Trust
Martin and Angelina welcome back VP Principal Analyst Enza Iannopollo to discuss the evolving nature of trust in CX — especially in the cont...
Questions About The CX Cast®
Where can I listen to The CX Cast® episodes?
You can listen to The CX Cast® episodes online on Radio and Podcast. Open an episode and the site player will stream the available audio.
What is The CX Cast® about?
The CX Cast® is listed as a Business show. The show language is listed as English.
How many The CX Cast® episodes are listed?
This page lists 100 episodes for The CX Cast®. More episodes are available from the View more button when the list continues.
Quick Answers About The CX Cast®
Where can I listen to The CX Cast®?
You can listen to The CX Cast® episodes on this page by opening an episode and using the site player.
What type of podcast is The CX Cast®?
The CX Cast® is listed as a Business show by Forrester.
How many episodes are available?
This page lists 100 episodes for The CX Cast® where feed data is available.