The CX Cast®

The CX Cast®

Latest Episodes

261: SCAN Health Plan – Building Customer Empathy
July 15, 2021

Building empathy with your customers is vital, particularly when your audience is part of the ‘silver tsunami’ of a rapidly growing ageing population. In this episode we’re joined by Archie Dey, Direc

250: Benchmark Customer Journeys To Drive Emotional Engagement (R)
July 08, 2021

To know what good customer journeys look like — and to benchmark them — customer experience (CX) pros need to understand how to design for emotion. This requires gaining a more granular understanding

238: How Equity For Your Employees Drives Equity For Your Brand (R)
July 01, 2021

As issues of gender equality, racial justice, and discrimination across the diversity spectrum hit the headlines, organizations are struggling to respond to customers, employees, and other stakeholder

260: Don’t Miss Your Anywhere Work Opportunity
June 24, 2021

C-level leaders know they are on the hook for an anywhere-work strategy beyond the pandemic. A striking 75% of CEOs surveyed expect their office spaces to shrink. But many aren’t sure what benefits they can expect from such a bold move nor do they know...

259: Everyone Benefits When Data Ethics And Diversity, Equity, And Inclusion (DEI) Converge
June 17, 2021

Data ethics and diversity, equity, and inclusion (DEI) are increasingly critical issues for organizations. In research conducted for our Forrester Wave™ evaluation of customer database and engagement agencies,

258: US Bank – Scaling The Design Organization
June 10, 2021

Once a company is bought-in on design, how do design leads scale the design organization to continue to meet the company’s evolving needs?  In this episode we’re joined by Lance Thornswood, Senior Vice President, Head of Design at US Bank,

257: Creativity Feeds The Future Of Work
June 03, 2021

All firms can access the same tools for business success — capital, business process, and tech — making it hard to generate a sustainable market advantage. The pandemic reveals that adaptive companies update their use of these tools more effectively th...

248: The ROI Of Culture Change (R)
May 27, 2021

Evolving an organization’s culture towards greater customer centricity is complex work, requiring careful prioritization. In this episode we’re joined by Chief Experience Officer of Blue Cross and Blue Shield of Kansas City (Blue KC), Gratia Carver,

256: The Opportunity, The Unknowns, And The Risks Of Vaccine Passports In The Workplace
May 20, 2021

With vaccine rollout occurring around the world, hopes run high of returning to a life free from COVID-19. Vaccine passports promise to quickly turn this hope into a reality, including bringing employees back to the physical workplace.

255: Five Ways To Ensure Deep Collaboration Between Marketing And Customer Experience
May 13, 2021

Marketers and CX professionals are out of touch with today’s business realities. While companies pursue business models that scramble traditional customer lifecycles, marketing and CX functions remain siloed in outdated roles that become ineffective an...