The CX Cast

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.

Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, spearheads the drive for customer-focused transformation through AI. She highlights how Zurich is enhancing claims processing and internal communications with empathy and transparency. Conny shares insights on building strong AI capabilities, empowering employees, and using a playful approach to encourage adoption. The discussion includes measuring AI's impact on customer satisfaction and the balance between automation and ethical considerations. Tune in to learn how Zurich revolutionizes the insurance landscape!

We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year's summit is all about the gap between brand and customer experience and between strategy and execution with a dive deep into metrics and journeys. We capture some attendee and speaker voices discussing the research shared during the event. Featuring: Multiple speakers and attendees: Hanneke Mulder (Xerox) Shawn Stanyer (Bank of Valletta) Jorissa Neutelings (ABN AMRO) Nils Schmeling (NECXT) Magdalena Suchanek (Bank Millenium) Lovette Onunuga (FIRS) Isabella Grant and Ben Cooke (UCL students) Show Notes: We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year's summit is all about the gap between brand and customer experience and between strategy and execution with a dive deep into metrics and journeys. We capture some attendee and speaker voices discussing the research shared during the event. You’ll hear:  About attendees' event highlights and takeaways. What's top-of-mind for CX practitioners.   Learn more about Forrester’s CX events here. And check out Martin's post about the Experience Room to get an impression of the props and stations.

Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems. It's new CEO launched four priorities to refocus the organization: Build fiber, sell fiber, improve customer service, become operationally efficient. Frontier's Chief Customer Operations officer, Charlon McIntosh tells the CX transformation story, with winning examples of stakeholder collaboration and guerilla CX.