The CX Cast

The CX Cast


Latest Episodes

398: Advanced Analytics Will Transform Your CX Practice
April 01, 2025

Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytic

397: Generative AI: Lessons Learned
March 25, 2025

How should CX professionals use generative AI? Forrester VP, Principal Analyst Martha Bennett joins for a follow-up discussion to chat about the evolution and current state of genAI, busting myths and

396: Guerilla CX
March 18, 2025

Guerilla CX is swift, creative, and often low-cost tactics that make the most of rightsized data and foster experimentation and learning to create memorable moments that act as a catalyst for CX and

395: Practitioner Stories: Embracing Journey Centricity At Nissan
March 11, 2025

Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey.

394: Getting Stakeholder Buy-In For Customer Research Pt. 2 
March 04, 2025

Forrester identifies the firms that are helping businesses diagnose customer problems, develop a plan to solve those issues, and build the infrastructure needed to execute a CX transformation. That ef

393: How To Pick A CX Strategy Consulting Partner
February 25, 2025

In her recent evaluation of CX strategy consulting services providers, Forrester Principal Analyst Judy Weader identified the most significant ones and researched, analyzed, and scored them. Judy join

392: Evaluating Customer Feedback Management Platforms
February 18, 2025

In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report, The Forrester Wave: Customer Feedback Management Solutions, Q4 2024. We talk about the impor

Episode 391: Practitioner Stories: Creating A CX Change Factory At E&
February 12, 2025

In this episode of the CX Cast, Chris Lipman, Chief Customer Officer at E&, returns to discuss the innovative approach E& takes toward CX improvement through their "CX Change Factory." We discuss:

Episode 390: Forrester Predictions 2025: Healthcare
February 04, 2025

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Forrester analysts Arielle Trzcinski and Shannon Germa

389: Forrester Predictions 2025: Retail
January 28, 2025

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Martin is joined by Forrester VP, Principal Analyst Su