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The CX Cast

Latest episodes

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Apr 1, 2025 • 26min

398: Advanced Analytics Will Transform Your CX Practice

Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytics. He outlines the path forward – even for those intimidated by advanced analytics.
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Mar 25, 2025 • 30min

397: Generative AI: Lessons Learned

Martha Bennett, VP and Principal Analyst at Forrester with nearly 40 years in tech, dives deep into generative AI's evolution and real-world applications. She discusses the shift of generative AI from niche technology to essential enterprise tool, tackling challenges in implementation and the importance of human-AI balance. Bennett also highlights the implications of the EU AI Act, emphasizing strict accuracy standards, and explores how experienced companies are better positioned for integration. Trust, transparency, and historical lessons shape the future of AI interactions.
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Mar 18, 2025 • 21min

396: Guerilla CX

Joana de Quintanilha, VP and Principal Analyst at Forrester, dives into the transformative power of guerrilla CX. She explains how swift and creative tactics can optimize customer journeys and drive significant change. Supporting organizations in cultivating an adaptable culture is key, especially with resource constraints. Joana also discusses the role of generative AI in revolutionizing customer experience management, particularly in simplifying complex processes. Her insights emphasize that every CX practitioner should harness these innovative strategies for lasting impact.
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Mar 11, 2025 • 31min

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.
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Mar 4, 2025 • 20min

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.
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Feb 25, 2025 • 30min

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.
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Feb 18, 2025 • 27min

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.
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Feb 12, 2025 • 28min

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
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Feb 4, 2025 • 35min

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.
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Jan 28, 2025 • 25min

389: Forrester Predictions 2025: Retail

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Martin is joined by Forrester VP, Principal Analyst Sucharita Kodali to discuss how Forrester’s 2025 retail predictions came together.

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