Angelina Gennis and Martin Gill sit down with Joana de Quintanilha, VP and principal analyst, to explore how companies can go beyond fixing broken experiences and cocreate breakthrough value with cust

Originally episode 283, this recording focuses on how American Express evolved their VoC program. Show Notes: Originally episode 283, this recording focuses on how American Express evolved their VoC p

Joana de Quintanilha and first-time CX Cast guest Richard Sheahan unpack the creation and impact of the Experience Room an immersive, hands-on learning experience debuted at Forrester's CX Summit EM

We come to you live this week from Forresters annual CX Summit NA conference in Nashville! This year, Forrester unveiled its new Total Experience Score framework, a new measurement that connects bran

Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the

Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich's journey towards becoming mo

We come to you live this week from Forresters annual CX Summit EMEA conference in London, England. This year's summit is all about the gap between brand and customer experience and between strategy a

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 That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems.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

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

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