The CX Cast

Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and its approach to customer engagement through its voice-of-the-customer program. Tzachi shares insights on how Amdocs transitioned from a monopoly mindset to a customer-centric approach, emphasizing the importance of understanding customer feedback and its impact on revenue.

Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to fully embrace AI as a transformative technology for business efficiency and connectivity. The discussion highlights the importance of analytics, translation, and the concept of agentic work in leveraging AI for enhanced performance.

Maxie Schmidt, a Forrester VP and expert in customer experience measurement, joins to explore the intriguing issue of metrics obsession in organizations. They uncover how metrics can become detrimental goals rather than useful information. The conversation reveals how this obsession harms employee experiences and organizational culture. Maxie shares the symptoms of dysfunctional measurement practices and emphasizes the importance of aligning metrics with actual outcomes. Their discussion highlights the need for psychological safety and the establishment of a Metrics Manifesto to foster healthier measurement practices.

Joana de Quintanilla, VP and principal analyst at Forrester, dives into the evolving landscape of customer journey management. She discusses the shift from journey mapping to management, emphasizing the importance of actionable insights. Joana explores how journey management platforms serve as command centers, driving integration and operational efficiency. Key trends include the role of AI and data in enhancing customer experiences. She also highlights essential questions to consider when selecting vendors, ensuring effective governance and ROI.

This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forrester’s Izola AI chatbot. Doug shares the organizational mindset, executive commitment, and rapid development cycles that helped Forrester bring a generative AI solution to market ahead of other research organizations. Doug shares candid insights on balancing speed with accuracy, the importance of grounding AI responses in trusted research, and the ongoing challenges of collaboration and client engagement.

This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score — a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT) are no longer sufficient, and how the Total Experience Score provides a more nuanced, actionable view of your brand.

Enza Iannopollo, VP Principal Analyst at Forrester, specializes in privacy and responsible AI. She discusses the shifting landscape of trust in customer experience amid global volatility. Enza emphasizes the importance of empathy and accountability in building trust, especially during crises. She shares actionable strategies for companies and highlights the limitations of AI in emotional contexts. Real-world examples from Zurich, Amsterdam, and Vodafone illustrate responsible AI in practice, showcasing how to nurture trust in increasingly complex environments.

Brendan Witcher, VP principal analyst, joins Angelina and Martin to discuss the evolving role of AI and data in CX. Brendan shares insights focusing on three key innovations: computer vision, natural language processing, and biometrics. The conversation explores how these technologies are shaping CX strategies, driving business outcomes, and redefining what it means to understand customer intent.

This week, host Martin Gill travels down under to Forrester’s CX Summit APAC in Sydney. Tune in to hear a series of quickfire discussions with Forrester analysts and CX industry attendees on topics affecting CX across Australia and the APAC region.

Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.