Co-hosts Martin Gill and Angelina Gennis reflect on the past year of CX Cast episodes, including coverage of evolving themes like AI and insights-rich interviews with over 20 external guests. But 2026 will be bigger, with new live events and ever-expandin

Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelinato discuss the evolution of Amdocs and its approach to customer engagement through its voice-of-the-customer program.Tzachi shares ins

Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to fully embrace AI as a transformative technology for business efficiency and connectivity. The discussion highlights

Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of

Hot off the back ofthe recent publication ofForresters Customer Journey Management(CJM)Wave, VP, principal analyst Joana de Quintanilla joins Martin Gill to talk all things CJM. We shifted the category name this time round from journey mapping to

This week, Doug Washburn Forrester's VP of product management joins Angelina and Martin for a deep dive into how he helped launch Forresters Izola AI chatbot. Doug shares the organizational mindset, executive commitment, and rapid development cycles

This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter S

Martin and Angelina welcome back VP Principal Analyst Enza Iannopollo to discuss the evolving nature of trust in CX especially in the context of global volatility and the rise of AI. The conversation covers Forresters latest research on trust, actionab

Brendan Witcher, VP principal analyst, joins Angelina and Martin to discuss the evolving role of AI and data in CX. Brendan shares insights focusing on three key innovations: computer vision, natural

This week, host Martin Gill travels down under to Forresters CX Summit APAC in Sydney. Tune in to hear a series of quickfire discussions with Forrester analysts and CX industry attendees on topics affecting CX across Australia and the APAC region.