The CX Cast

Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively. Su shares valuable insights on creating stakeholder personas and aligning metrics to drive collaboration and success.

In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems — from EVs to mass transit — can be reimagined through a customer-centric lens. Joined by VP principal analyst Paul Miller and CX researcher Hannah Jachim, the conversation challenges traditional tech-centric narratives and emphasizes the importance of understanding real human needs in mobility design.

How can marketing work with CX to improve customer experience? This week, Angelina sits down with senior analyst Brad Haag to dive into the world of marketing measurement and analytics. Brad shares how to accurately measure the impact of marketing efforts, the evolution of marketing mix modeling, and the role of data science in modern marketing strategies.

Cecilie Kobbelgaard, Global Customer Journey Manager at Grundfos, shares her expertise in journey orchestration. She discusses the creation of a customer journey mapping "cookbook" and a Journey Atlas to standardize practices across business units. Cecilie highlights the challenges of implementing a consistent approach in an organization with varying levels of journey maturity. She emphasizes the importance of measuring progress and engaging leadership for sustainable improvements in customer experience, shedding light on the complexities of both B2B and B2C interactions.

J. P. Gownder, VP and Principal Analyst at Forrester, dives into the fast-paced world of technological change and its implications for organizations. He explains the Technology Change Quotient (TCQ), a measure that helps assess employee readiness for adapting to new tech. The discussion highlights striking shifts in customer expectations driven by technology, the crucial balance between seizing opportunities and navigating challenges of rapid advancement, and the need for leadership that fosters a culture of continuous learning.

Joana de Quintanilha, VP and principal analyst at Forrester, brings her expertise in customer journey innovation to the conversation. She discusses how companies can move beyond merely fixing broken experiences by co-creating value with customers. Joana emphasizes the need for a balance between data-driven insights and creative thinking. She also shares strategies for preparing innovation sessions, the importance of asking the right questions, and embracing discarded ideas to foster a culture of experimentation and improvement.

Originally episode 283, this recording focuses on how American Express evolved their VoC program. Show Notes: Originally episode 283, this recording focuses on how American Express evolved their VoC program. Luis Angel-Lalanne, VP of Customer Voice at Amex, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action. Related content: 283: Amex Takes VoC To The Next Level - Forrester 319: The Future Of VoC - Forrester

Joana de Quintanilha and first-time CX Cast guest Richard Sheahan unpack the creation and impact of the Experience Room — an immersive, hands-on learning experience debuted at Forrester's CX Summit EMEA 2025. Created to be fast-paced, emotionally engaging, and highly collaborative, the Experience Room offered participants — working together as a bank team to improve the home-buying experience — a unique, interactive way to engage customers with four key CX tools.

We come to you live this week from Forrester’s annual CX Summit NA conference in Nashville! This year, Forrester unveiled its new Total Experience Score framework, a new measurement that connects brand and CX to deliver a more comprehensive picture of where brands stand. We spoke to some Forrester analysts at the event to discuss the research they shared and insights they gathered.

Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also shares a wealth of anecdotes that span his decades-long career as a CX thought leader.