The CX Cast

The CX Cast


Latest Episodes

408: Practitioner Stories: The Epic Transformation Of Frontier Communications
June 17, 2025

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 That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems.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

407: Why People Buy
June 10, 2025

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

CX Cast Replay: Paying Employees For CX Is A Bad Idea
June 03, 2025

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

406: Is AI Revolutionizing The Contact Center?
May 27, 2025

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

405: High-Tech Industry CX Strategies
May 20, 2025

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

404: No More Excuses: Practice Customer Obsession The Right Way
May 13, 2025

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

403: Where Should Your CX Function Sit?
May 06, 2025

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

402: Develop Your CX Leadership
April 29, 2025

You dont just manage, you lead. Managing the details of CX execution, measurement, strategy is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowe

400: The CX Culture Change Blueprint
April 15, 2025

CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to activate the entire workforce to demonstrate cu

399: Build Your EX-To-CX Strategy Now
April 08, 2025

Employee feedback is part of a virtuous cycle of improving customer experience (CX) through employee empowerment and enablement that builds customer trust. But if youre not building your CX strategy