453: Build The Experience AI Can’t At CX Summit EMEA
CX Summit EMEA brought CX, digital and marketing leaders together to challenge them to build the experience AI can't. We focused on earning...
Radio and PodcastLive Radio & PodcastsBusiness
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 107 episodes in English, follow new audio stories, and play episodes online on Radio and Podcast.
Show Topic
Browse this show under Business podcasts.
Episodes
20 episodes are loaded now from a catalog of 107. More episodes can be opened from this page.
Discover More
Explore Business podcasts, Belgium podcasts and English podcasts.
Episodes
20 of 107 episodes452: Practitioner Stories: Redesigning The B2B Enterprise For CX Led Growth At Expereo
Enterprise CX transformation rarely starts with journey maps or dashboards. It starts with fixing real problems fast. In this episode of CX...
Embrace The AI Innovation Lifecycle
AI makes it easy to generate ideas. The hard part is deciding which ones deserve investment. In this episode of CX Cast, Forrester Principal...
450: Why Playing Games Makes Your CX Strategy Stick
In this episode, hear how hosts Angelina Gennis and Martin Gill use Forrester's research to design immersive, game‑based experiences for our...
449: How AI Shifts Design Work To The Left
AI isn't killing design — but it is reshaping workflows, roles, and expectations. Principal Analyst Gina Bhawalkar joins the CX Cast to disc...
448: Separating The Signal From The Noise Of Customer Complaints
Customer complaints are not noise. They are high‑fidelity signals of broken expectations, rising risk, and lost value. In this episode of CX...
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...
446: 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...
445: 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...