How can CX and EX coexist in an organization? Can the right relationship between CX and EX management have a magnifying effect? Martin and Angelina talk through the model for shared management of (or collaboration between) CX and EX, with considerations for different existing organizational structures.

By 2050, your website could be a wasteland. VP and Principal Analyst Julie Ask joins the CX Cast this week to discuss how your current website must evolve to meet customer needs, and what this means for your CX strategy.

Brands today can reach consumers on more than 300 digital touchpoints, and that number is growing quickly. VP, Principal Analyst Julie Ask joins the CX Cast this week to discuss the complexity of the consumer digital touchpoint landscape, and how companies must navigate this to build a strong CX strategy.

Less than half of global CX leaders can prove the ROI of their CX initiatives. Rusty Warner joins the CX Cast to share the insights from his CX EMEA keynote, “How To Embrace Customer Lifetime Value.” He reveals how leading CX teams that demonstrate clear business value will be stronger than ever.

Phil Bonhard, head of experience design for homes and mortgages at Lloyds Banking Group, joins us for an inside view into the design team at Lloyds.

CX EMEA 2023 was packed with CX leaders who want clarity on how empathy can lead to action. Joana de Quintanilha joins the CX cast to share the insights that resonated most from her CX EMEA keynote, “Spark, Nurture, And Fire Up Empathy To Drive Innovation.” She offers a no-nonsense multi-step approach to build empathy into innovative customer experiences.

We're off this week, but here's a peek into some of our upcoming episodes!

This week we come live from Forrester's CX EMEA conference where we speak to some of the analysts presenting on emerging technology, ChatGPT, Cookieless marketing and more, as well as catch up with one of our keynote speakers, Phil Bonhard of Lloyds Banking Group, and hear what attendees from Shell and Capgemini took away from the event.

What motivates companies to develop accessibility programs? How have they changed since their inception, and what do they look like today? Principal Analyst Gina Bhawalkar drops in to chat about the current state of digital accessibility, including how it varies across industries and affects product development.

Forrester VP and Principal Analyst David Truog brings his expertise in emerging technologies to the CX Cast, discussing the current state of generative AI and its relationship to design.