Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of

Martin is joined by Debra Eddy, guest lecturer at University College London (UCL), to discuss how universities are preparing the next generation of CX leaders. Debra shares her journey from fast-movin

Martin and Angelina explore the role of change management in CX transformation. Drawing from Angelinas latest research and Martins past experiences, they unpack why CX programs stall and how organiz

In 2019, former CX Cast co-hosts Sam Stern and Jenny Wise brought Jason Bradshaw, then Chief Customer Officer at Volkswagen Group Australia, to discuss customer and employee experiences. As Angelina n

Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively.

In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems from EVs to mass transit can be reimagined through a customer-centric lens. Join

How can marketing work with CX to improve customer experience? This week, Angelina sits down with senior analyst Brad Haag to dive into the world of marketing measurement and analytics. Brad shares ho

Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed the basics first. So, she led the develop

As customers' expectations shift due to their adoption of new technologies, organizations need to adapt. TCQ, Forresters Technology Change Quotient, measures the readiness of employees, teams, and or

Angelina Gennis and Martin Gill sit down with Joana de Quintanilha, VP and principal analyst, to explore how companies can go beyond fixing broken experiences and cocreate breakthrough value with cust