The CX Cast

Forrester
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The CX Cast

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. 6D AGO

    397: Generative AI: Lessons Learned

    How should CX professionals use generative AI? Forrester VP, Principal Analyst Martha Bennett joins for a follow-up discussion to chat about the evolution and current state of genAI, busting myths and addressing real-world CX applications.

    30 min

  2. MAR 18

    396: Guerilla CX

    Guerilla CX is “swift, creative, and often low-cost tactics that make the most of rightsized data and foster experimentation and learning to create memorable moments that act as a catalyst for CX and EX transformation.” VP, Principal Analyst Joana de Quintanilha returns to explain why guerilla CX tactics need to be in every CX practitioner’s back pocket, as well as how deploying these tactics might lead to big impact on CX and internal customer-focused culture.

    21 min

  3. MAR 11

    395: Practitioner Stories: Embracing Journey Centricity At Nissan

    Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey. Jivesh Juneja, Customer Journey Director at Nissan, joins the CX Cast to discuss Nissan’s journey from embracing customer journey mapping to scaling out journey management and adopting a journey-centric operating model.

    31 min

  4. MAR 4

    394: Getting Stakeholder Buy-In For Customer Research Pt. 2 

    Forrester identifies the firms that are helping businesses diagnose customer problems, develop a plan to solve those issues, and build the infrastructure needed to execute a CX transformation. That effort is led by Principal Analyst Judy Weader, who joins us to unpack her recent evaluation of the CX strategy consulting services market.

    20 min

  5. FEB 25

    393: How To Pick A CX Strategy Consulting Partner

    In her recent evaluation of CX strategy consulting services providers, Forrester Principal Analyst Judy Weader identified the most significant ones and researched, analyzed, and scored them. Judy joins us to unpick the CX strategy consulting services market.

    30 min

  6. FEB 18

    392: Evaluating Customer Feedback Management Platforms

    In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report,  The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. We talk about the importance of vendor services to help CX leaders leverage increasingly complex platforms, how to think about your organizational readiness, and the promise of GenAI.

    27 min

  7. FEB 12

    Episode 391: Practitioner Stories: Creating A CX Change Factory At E&

    In this episode of the CX Cast, Chris Lipman, Chief Customer Officer at E&, returns to discuss the innovative approach E& takes toward CX improvement through their "CX Change Factory." We discuss:   How does E& identify and prioritize CX issues for resolution?  What role does the "CX Change Factory" play in improving E&'s CX?  How does E& measure the impact of the CX improvements on customer satisfaction and business outcomes?  Listen to the full episode to hear more about “CX Change Factory's” role in improving CX and its impact on customer satisfaction and business results.  See the Forrester report: Take A Strategic Approach To Prioritizing Customer... | Forrester

    28 min

  8. FEB 4

    Episode 390: Forrester Predictions 2025: Healthcare

    Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Forrester analysts Arielle Trzcinski and Shannon Germain Farraher team up with host Martin Gill to dive into Forrester’s 2025 healthcare predictions.

    35 min
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    4.8
    out of 5
    50 Ratings

    About

    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.

    Information

    • Creator
      Forrester
    • Years Active
      2015 - 2025
    • Episodes
      100
    • Rating
      Clean
    • Show Website
      The CX Cast

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