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.

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 organizations can better embed change into their operations. T

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