The CX Cast

The CX Cast

Latest Episodes

354: Getting Stakeholder Buy-in For Customer Research
May 14, 2024

How can you get stakeholders engaged in your CX research program? Forrester analyst Senem Biyikli combines her research expertise with practitioner interviews to offer best practices.

353: CX4IT
May 09, 2024

Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT

352: Customer-Centric Culture At LinkedIn
May 01, 2024

Sam Stern, Senior Manager of CX at LinkedIn, returns for a discussion on customer-centric culture. Along with a candid assessment of the current state of customer-centric culture at LinkedIn, he offer

351: CX At LinkedIn with Sam Stern
April 23, 2024

Sam Stern, founding CX Cast host, returns to the podcast to share his experiences as Senior Manager of CX at LinkedIn. Sam and Angelina talk about the importance of maintaining trust and confidence by

350: CX, Customer Success, And Marketing Together At B2B Summit
April 17, 2024

Its time B2B organizations get our full attention! VP, Research Director Dave Frankland gives a survey of the research that will be showcased at Forresters B2B Summit, diving into insights shared on

349: CX Capability-Building And Activity-Tracking
April 09, 2024

CX teams can take many paths to grow their capabilities and influence. Figuring out where to start and whats most important can be paralyzing. Senior Analysts Su Doyle and AJ Joplin developed tools t

348: Design For Empathy
April 03, 2024

Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportuniti

347: How To Prioritize Customer Journeys
March 26, 2024

Youve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? H

346: Journey Centricity At E.ON: Part 2
March 19, 2024

In our second episode showcasing E.ONs journey toward customer centricity, we talk to Forrester VP and Principal Analyst Joana de Quintanilha and Keith Fletcher, International Customer Experience Man

345: Journey Centricity At E.ON: Part 1
March 12, 2024

Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustain