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 why volatility, geopolitical risk, and rapid change are overwhelming CX teams, and explore what resilient leaders do differently. We connect macro‑level uncertainty to practical leadership choices CX executives must make now, and drawing on recent CX predictions, executive data, and real client examples, to explain: Why resilience is built through outcomes, not tools Why over‑reliance on methodologies can make teams brittle How decision rights and trust accelerate response in a crisis What it really means to make “change business as usual” This episode is essential listening for CX, EX, and transformation leaders navigating AI investment, economic pressure, and constant disruption.

You can listen to 445: How CX Leaders Build Resilience In A Volatile World online on Radio and Podcast. Open the player on this page to stream the available audio.

445: How CX Leaders Build Resilience In A Volatile World is an episode from The CX Cast® by Forrester.

This episode is 20:54 long.

This episode was published on Apr 23, 2026.

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