Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the

Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich's journey towards becoming mo

We come to you live this week from Forresters annual CX Summit EMEA conference in London, England. This year's summit is all about the gap between brand and customer experience and between strategy a

Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems. It's new CEO launched four prior

Angelina and Martin are joined by returning guests Maxie SchmidtandDipanjan Chatterjee to explore the fascinating psychology and data behind consumer purchasing decisions. Drawing from their latest

Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. Show Notes: Originally episode 147, this recording kicked off a theme we've continued to cover: employe

This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI

High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator if implemented effectively. Principal Analyst Su Doyle joins us

All those reasons why customer obsession is too hard dont matter. Customer experience wins business.VP, Principal Analyst Shar VanBoskirk explains how customer obsession is not just a goal, but a co

Does a CX teams position in the organization affect its influence? Principal Analyst Judy Weader shares insights from recent survey data and qualitative research, revealing that there isn't a one-siz