The CX Cast
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Latest Episodes
370: Your CX Cast Budget Planning Guide
Forrester's annual Budget Planning Guide for Customer Experience offers data-driven guidance on where to increase, decrease, or experiment with your budget for 2025. Co-authors Principal Analyst Ricca
369: How To Plan A CX Day
CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is built before the event and excitement for C
368: How To Solve For CX With GenAI Hackathons
How can CX leaders apply generative AI to creating customer experiences or transforming their work? Listen to learn how CX leaders can run genAI hackathons to help Forrester teams and clients experime
367: The State of CX Measurement
Every year, Forrester conducts a global survey of voice-of-the-customer (VoC) and customer experience (CX) measurement practices. Leaders of CX measurement programs are reporting improvements in 2024
366: CX Case Studies Overview
Culture work underpins every successful customer experience (CX) transformation. Martin and Angelina discuss Forresters collection of case studies that capture diverse efforts to build a customer-foc
365: Harness Mental Models To Create Strategic Alignment
Mental models operate throughout your organization. They determine what we believe will occur and create expectations, predictions, and decisions for customers, executives, and employees. VP and Pri
364: Global And Local Themes At Our CX Summits
CX event season may be over, but we're not done with it on the CX Cast yet! VP, Research Director Rick Parrish joins us this week to compare and contrast his experience hosting CX North America with M
363: Live At CX Summit EMEA, 2024
We come to you live this week from Forresters annual CX Summit EMEA conference in London, England. This year, sessions will focus on blending generative AI with human capabilities, plus how this will
362: Live At CX Summit North America, 2024
We come to you live this week from Forresters annual CX Summit North America conference in Nashville, Tennessee. This year, sessions will focus on blending generative AI with human capabilities, plus
361: Practitioner Stories: CX At Prudential
Julian Aldeco, VP, Head of Customer Voice and Obsession at Prudential Financial, gives a candid retelling of Prudential's CX transformation thus far. Aldeco offers details to guide other practitioners