50 episodes

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.

The CX Cast® Forrester

    • Management
    • 4.7 • 26 Ratings

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.

    237: The Past, Present, And Future Of The CX Cast

    237: The Past, Present, And Future Of The CX Cast

    In this episode, the CX Cast host, Jenny Wise, reflects on what makes the CX Cast unique and hands off host duties to fellow CX analyst, Angelina Gennis. If you have any feedback or episode ideas, please email cxcast@forrester.com.

    • 9 min
    236: Tips And Tricks In Journey Transformation

    236: Tips And Tricks In Journey Transformation

    In this week’s episode, Claudiu Coltea, Senior VP Head of Enterprise Customer Experience at Travelers, joins us again and discusses tips and best practices he’s been using in his work in journey transformation. We talk about what is journey transformation, how can this become a competitive advantage for companies and how to bring your organization along to make this journey adjustment.

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    * Journey Centricity: Learn From The Leaders

    • 22 min
    235: Elevating The CX Practice And Discipline

    235: Elevating The CX Practice And Discipline

    In this week’s episode, Claudiu Coltea, Senior VP Head of Enterprise Customer Experience at Travelers, shares with us his path in CX in a variety of roles, what that looked like, and insights he has gathered along the way to help elevate the CX practice and discipline.

    • 28 min
    234: Mastercard’s Shift In Strategy And Employee Experience

    234: Mastercard’s Shift In Strategy And Employee Experience

    In this week’s episode, we discuss with Karen Pascoe, SVP Customer Experience and Design at Mastercard, on how Mastercard and its CX function responded and pivoted as a result of the pandemic. Specifically we dive into how Mastercard shifted their response in strategy, markets, and employee experience.

    • 28 min
    233: Design Teams In 2020: Evolution And Expansion

    233: Design Teams In 2020: Evolution And Expansion

    The profession traditionally known as user experience (UX) has expanded, bridging toward adjacent disciplines — especially product strategy, product management, data science, and customer experience (CX). To understand this evolving landscape, we discuss with Principal Analyst Gina Bhawalkar about what is the state of design teams in 2020? What are design teams working on and how do we see them evolving?

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    * Design Teams in 2020: Evolution and Expansion

    • 26 min
    232: Part 2: Delight The Right Customers To Build A Successful Business

    232: Part 2: Delight The Right Customers To Build A Successful Business

    In this week’s episode, we continue to discuss with Principal Analyst TJ Keitt about a new type of customers to consider to help companies prioritize which CX improvements to make, devotees. The questions we will answer in this episode is how can you find the devotees that your company has and use insights into this audience to identify and improve your CX efforts.

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    * Delight The Right Customers To Build A Successful Business

    • 16 min

Customer Reviews

4.7 out of 5
26 Ratings

26 Ratings

J. Barshop ,

Awesome show, highly recommend!

Jenny, Sam and their guests provide some incredibly actionable and compelling content on how to effectively grow your business through world-class CX.

Highly recommend listening and subscribing to The CX Cast if you want the knowledge AND mindsets to build a brand customers flock to (and reach your overall business goals as a result)!

ssjonesy ,

If you're in customer experience, this is for you.

Nice summary of customer experience topics and issues each week.

Scrambled Editor ,

CX-tastic

Fun and educational!

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