The CX Cast

The CX Cast


Latest Episodes

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

344: Scale Your CX Measurement Program
March 05, 2024

Most large organizations operate across lines of business, products, segments, brands, and/or countries. CX leaders who want to scale their CX measurement program across such an organization must bala

343: Demystifying Generative AI
February 28, 2024

What do CX pros need to know about the promises and perils of generative AI? Forrester VP and Principal Analyst Martha Bennett explains the statistical complexity in laymans terms and offers recent C

343: Product Management 101
February 20, 2024

Product managers and CX pros have a lot of overlapping skills and responsibilities. What are they, and how can they lead to powerful collaboration? Principal Analyst Sam Somashekar gives an initial ov

342: What CX Leaders Need To Know About RevOps
February 13, 2024

Revenue operations teams and CX teams have overlapping interests when it comes to understanding the customer and improving the buying experience. Principal Analyst Anthony McPartlin gives us an initia

341: CX Planning Guide
February 07, 2024

CX leaders must invest to drive customer-focused action. This means investing more in tech to create and improve experiences, critical employee skills, unstructured feedback, and predictive modeling.

340: CX Predictions 2024: Financial Services
January 30, 2024

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, VP, Research Directors Oliwia Berdak and David Hoffman

339: CX Predictions 2024: Healthcare
January 23, 2024

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Judy Weader and Shannon Germain Farraher get into the