The CX Cast

Forrester
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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

  1. 1 DAG GELEDEN

    439: Practitioner Stories: ENOC

    A well-designed loyalty program can encourage customer behaviors that unlock shared value. Oil and gas player Emirates National Oil Company (ENOC) has a range of downstream retail offerings, from convenience stores to registration service providers. Suryaveer Singh, head of loyalty CRM and data, describes how he used ENOC's broad ecosystem to create a unique value proposition for customers.

    30 min

  2. 3 FEB

    438: Turn CX Strategy Into Action With Game Based Learning Principles

    CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Martin Gill and Angelina Gennis speak with Tim van den Boomen, an interaction designer who creates escape rooms and immersive learning environments for brands. Tim shows how game mechanics, player archetypes, and simple physical props can transform low‑engagement CX moments into high‑impact experiences. Listeners will learn: How “explorers”, “achievers”, “socialisers”, and “killers” shape engagement — and how to design for all four. How to create a “magic circle” that shifts people out of meeting mode and into active participation. How to use props, constraints, time limits, and physicality to build memorable CX learning. How to apply experience‑room techniques to culture change, strategy rollout, and journey education. How to deliver impact even with limited budget, space, or resources.

    29 min

  3. 28 JAN

    437: CX For In-Person Events

    Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experiences build trust, why personalization matters more than ever, how to avoid common pitfalls in hybrid formats, and what makes a standout CX event in 2026. He also previews exciting changes coming to Forrester’s CX events portfolio and offers practical advice for anyone planning to attend their first big in‑person gathering.

    29 min

  4. 20 JAN

    436: Practitioner Stories: Building A Liquid Company At ABN AMRO

    Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks. Featuring Jorissa Neutelings, Chief Digital Officer, ABN AMRO Show Notes Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks. We discuss: What a liquid company is and how it enables ABN AMRO to meet customers where their needs begin How three pillars of digital strategy allow ABN AMRO to architect journeys based on customer behavior The role of intentional friction in building trust The era of serving the "lazy customer"

    34 min

  5. 13 JAN

    435: CX And CS: Collaboration For Business Outcomes

    Principal Analysts Su Doyle and Shari Srebnick join Angelina to explore the differences and overlaps between Customer Success (CS) and Customer Experience (CX) teams. The conversation delves into CX and CS teams' primary goals, metrics, and the importance of collaboration in driving growth and retention. Featuring Su Doyle, Forrester Principal Analyst Shari Srebnik, Forrester Principal Analyst covering B2B Customer Success Show Notes For more information, take a look at Su's report: B2B CX For Customer Loyalty: A Guide | Forrester And Shari's report: To Remain Relevant, Customer Success Requires A Bold Ne... | Forrester

    27 min

  6. 30-12-2025

    434: Big Plans For 2026

    Co-hosts Martin Gill and Angelina Gennis reflect on the past year of CX Cast episodes, including coverage of evolving themes like AI and insights-rich interviews with over 20 external guests. But 2026 will be bigger, with new live events and ever-expanding research coverage. What's a gaming expert got to enhance your roadshows? Why's Martin heading to Amsterdam? Find out - and then hit subscribe to catch every episode of 2026!

    16 min

  7. 16-12-2025

    433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At Amdocs 

    Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and its approach to customer engagement through its voice-of-the-customer program. Tzachi shares insights on how Amdocs transitioned from a monopoly mindset to a customer-centric approach, emphasizing the importance of understanding customer feedback and its impact on revenue.

    36 min

  8. 10-12-2025

    432: Practitioner Stories: Coastline Academy Transforms Customer Support From Firefighters To Architects

    Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to fully embrace AI as a transformative technology for business efficiency and connectivity. The discussion highlights the importance of analytics, translation, and the concept of agentic work in leveraging AI for enhanced performance.

    24 min
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Info

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

Informatie

  • Maker
    Forrester
  • Jaren actief
    2015 - 2026
  • Afleveringen
    99
  • Website van aflevering
    The CX Cast

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