The CX Cast

The CX Cast


Latest Episodes

338: CX Predictions 2024: Government
January 16, 2024

Every year Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode Principal Analyst Riccardo Pasto joins us to talk about w

337: CX Predictions 2024: Retail
January 09, 2024

Forrester predictions are grounded in the previous years trends. To that end, VP, Principal Analyst Sucharita Kodali and VP, Research Director Fiona Swerdlow offer CX pros insight into2024s biggest

CX Cast: 2024 Preview
December 26, 2023

Though were out for the holidays this week, were dropping in with a short preview of what we have planned for the CX Cast in 2024. Tune in to hear whats to come, including: Our annual series on Fo

335: Culture Energy On The Front Lines
December 19, 2023

Forresters culture energy data reveals that culture varies across organizations, including within an individual company. In this episode, Martin interviews Angelina on her findings regarding customer

334: Seven Steps Of Highly Effective Journey Mapping
December 12, 2023

Journey maps are wildly popular, and for good reason: Done right, they can transform your companys customer experience and even alter its culture. But producing journey maps wont change anything unl

333: Practitioner Stories: Managing Global CX At HSBC
December 05, 2023

Managing global complexity is a major challenge when it comes to understanding what customers want, delivering customer goals, and measuring success. Gail Russell, global head of customer experience,

332: How To Set CX Metrics Goals
November 30, 2023

CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every organization is at a different point in their measurement journey. Rich Saunders, Senior Analyst, describes the

331: How To Design Great Workshop Activities
November 21, 2023

Senior Analyst AJ Joplin goes deeper into how to design, plan, and facilitate a workshop, this time discussing approaches to designing the workshop activities. Whether your workshop is for journey map

330: What CX Leaders Need To Know About Technology
November 15, 2023

Technology underpins great CX. But how much do you really know about how your platforms work? How much do you need to know? Whats the next big technology that you need to pay attention to? OK, obviou

329: What CX Leaders Need To Know About Generative AI
November 07, 2023

Generative AI (GenAI) will have a transformative impact on customer experience. VP, Principal Analyst David Truog guides CX leaders on how to harness the creativity and navigate the risks of GenAI for