The CX Cast
Latest Episodes
347: How To Prioritize Customer Journeys
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
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
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
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
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
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
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
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
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
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