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.

407: Why People Buy
Jun 10, 2025 – 24:46
CX Cast Replay: Paying Employees For CX Is A Bad Idea
Jun 3, 2025 – 18:13
406: Is AI Revolutionizing The Contact Center?
May 27, 2025 – 19:27
405: High-Tech Industry CX Strategies
May 20, 2025 – 21:15
404: No More Excuses: Practice Customer Obsession The Right Way
May 13, 2025 – 25:40
403: Where Should Your CX Function Sit?
May 6, 2025 – 24:23
402: Develop Your CX Leadership
Apr 29, 2025 – 29:11
401: How To Drive Growth By Aligning Your Brand Promise With CX
Apr 22, 2025 – 24:46
400: The CX Culture Change Blueprint
Apr 15, 2025 – 34:35
399: Build Your EX-To-CX Strategy Now
Apr 8, 2025 – 29:07
398: Advanced Analytics Will Transform Your CX Practice
Apr 1, 2025 – 26:22
397: Generative AI: Lessons Learned
Mar 25, 2025 – 29:41
396: Guerilla CX
Mar 18, 2025 – 20:49
395: Practitioner Stories: Embracing Journey Centricity At Nissan
Mar 11, 2025 – 31:11
394: Getting Stakeholder Buy-In For Customer Research Pt. 2
Mar 4, 2025 – 19:57
393: How To Pick A CX Strategy Consulting Partner
Feb 25, 2025 – 30:01
392: Evaluating Customer Feedback Management Platforms
Feb 18, 2025 – 26:54
Episode 391: Practitioner Stories: Creating A CX Change Factory At E&
Feb 12, 2025 – 28:01
Episode 390: Forrester Predictions 2025: Healthcare
Feb 4, 2025 – 35:14
389: Forrester Predictions 2025: Retail
Jan 28, 2025 – 24:50
388: Forrester Predictions 2025: Government
Jan 21, 2025 – 27:27
387: Forrester Predictions 2025: Financial Services
Jan 14, 2025 – 21:35
386: Forrester Predictions 2025: Customer Experience
Jan 7, 2025 – 22:05
Cheers To 2024!
Dec 24, 2024 – 6:03
385: Practitioner Stories: Designing Human-Centric AI Experiences At Phillips Healthcare
Dec 17, 2024 – 28:48
384: How Fujitsu Europe Scaled Its CX Transformation
Dec 10, 2024 – 45:41
383: Practitioner Stories: Verizon’s CX In The AI Revolution
Dec 3, 2024 – 27:31
382: Journey Mapping Masterclass 4: Drive Gains From Journey Mapping
Nov 26, 2024 – 28:34
381: Journey Mapping Masterclass 3: Validate The Journey
Nov 19, 2024 – 19:13
380: Journey Mapping Masterclass 2: Workshop Your Journey
Nov 12, 2024 – 22:49
379: Journey Mapping Masterclass 1: Frame The Effort
Nov 5, 2024 – 22:05
378: Practitioner Stories: Journey Management At Prudential
Oct 29, 2024 – 34:32
377: How To Design Trustworthy AI Experiences
Oct 22, 2024 – 29:13
376: Practitioner Stories: People-Centric CX At eBay
Oct 15, 2024 – 28:27
375: Practitioner Stories: Implementing NPS At e&
Oct 8, 2024 – 30:19
374: Feedback Is A Touchpoint, Too
Oct 1, 2024 – 25:19
373: CX Index Reveals Drop In Quality For European Banks
Sep 24, 2024 – 34:45
372: Are Your Personas Hit Or Miss?
Sep 17, 2024 – 19:11
371: Behaviors Are The Building Blocks Of Customer-Focused Culture
Sep 10, 2024 – 22:19
370: Your CX Cast Budget Planning Guide
Sep 3, 2024 – 18:31
369: How To Plan A CX Day
Aug 27, 2024 – 23:30
368: How To Solve For CX With GenAI Hackathons
Aug 20, 2024 – 25:38
367: The State of CX Measurement
Aug 13, 2024 – 25:59
366: CX Case Studies Overview
Aug 6, 2024 – 17:09
365: Harness Mental Models To Create Strategic Alignment
Jul 30, 2024 – 25:44
364: Global And Local Themes At Our CX Summits
Jul 23, 2024 – 26:39
363: Live At CX Summit EMEA, 2024
Jul 16, 2024 – 18:46
362: Live At CX Summit North America, 2024
Jul 9, 2024 – 16:02
361: Practitioner Stories: CX At Prudential
Jul 2, 2024 – 29:50
360: Conversational AI For Customer Service
Jun 25, 2024 – 17:11

Recent Reviews

XSTeknique

Almost There…

Love this podcast! Great information and insights and the Forrester speakers are polished and well-spoken. However, the audio quality is mediocre at best. Audio isn’t properly normalized, especially from episode-to-episode and mic quality runs the gamut of bathroom + laptop mic acoustics to professional quality recording equipment. You’re almost there, but please don’t neglect the listening experience of your audience!
christophtrappe

Great insights

I always learn something from the episodes and I really appreciate the expertise from the guests.
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!