The CX Cast

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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.

Recent Episodes
  • 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!
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