The CX Cast

Forrester
  • 4.8 (50)
  • BUSINESS NEWS
  • UPDATED WEEKLY

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. 2D AGO

    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

  2. 12/16/2025

    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

  3. 12/10/2025

    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

  4. 12/02/2025

    431: Metrics Obsession – Fixing Dysfunctional CX Measurement

    Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.

    38 min

  5. 11/25/2025

    430: How To Select A Journey Management Platform

    Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanilla joins Martin Gill to talk all things CJM. We shifted the category name this time round from “journey mapping” to “journey management,” which reflects some tangible trends we’ve been seeing in the market.

    28 min

  6. 11/18/2025

    429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI

    This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forrester’s Izola AI chatbot. Doug shares the organizational mindset, executive commitment, and rapid development cycles that helped Forrester bring a generative AI solution to market ahead of other research organizations. Doug shares candid insights on balancing speed with accuracy, the importance of grounding AI responses in trusted research, and the ongoing challenges of collaboration and client engagement.

    38 min

  7. 11/11/2025

    428: Just Another Number? Introducing Forrester’s Total Experience Score

    This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score — a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT) are no longer sufficient, and how the Total Experience Score provides a more nuanced, actionable view of your brand.

    29 min

  8. 11/04/2025

    427: Volatility, Responsible AI, And Trust

    Martin and Angelina welcome back VP Principal Analyst Enza Iannopollo to discuss the evolving nature of trust in CX — especially in the context of global volatility and the rise of AI. The conversation covers Forrester’s latest research on trust, actionable strategies for organizations, and real-world examples of responsible AI.

    29 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
    99
  • Rating
    Clean
  • Show Website
    The CX Cast

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