Castuner

The CX Cast

Forrester

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

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100 épisodes

  1. 473: The AI Chief Customer Officer 27:35
  2. 472: Journey Orchestration For Insight And Impact 28:22
  3. 471: Practitioner Stories: AI-Driven Customer Self-Service with Fabletics and Consensys 36:34
  4. 470: Practitioner Stories: AI-Driven Customer Self-Service with Ancestry and AppFolio 34:07
  5. 469: Journey Mapping Essentials: The Journey-Centricity Roadmap 22:22
  6. 468: Journey Mapping Essentials: Journey Innovation 28:34
  7. 467: Journey Mapping Essentials: Supercharging Your Journey Mapping 13:00
  8. 466: Journey Mapping Essentials: Why Every Organization Needs A Journey Atlas 24:53
  9. 465: Journey Mapping Essentials: Seven Steps To Effective Journey Mapping 31:21
  10. 464: Change CX Culture By Asking Better Questions 20:14
  11. 463: Distrust In The Age Of AI 27:15
  12. 462: Use Cases For AI In Experience Research 21:32
  13. 461: Practitioner Stories: How Michelle Samuel Built Momentum in Her First Year at Nationwide 22:45
  14. 460: CX Cast Replay – How Fujitsu Europe Scaled CX Transformation 47:25
  15. 459: Why Inclusive Design Improves Customer Experience For Everyone 28:29
  16. 458: How Employee Experience Powers Total Experience Growth 25:04
  17. Hands On: Building Interactive Experiences 29:21
  18. 456: Why You Need A Journey Decision System 29:54
  19. 455: Closing the Digital Experience Gap: From Channels to Customer Moments 29:45
  20. 454: Make CX Strategy Stick With Interactive Learning 26:20
  21. 453: Build The Experience AI Can’t At CX Summit EMEA 26:06
  22. 452: Practitioner Stories: Redesigning The B2B Enterprise For CX Led Growth At Expereo 30:04
  23. 451: Embrace The AI Innovation Lifecycle 32:47
  24. 450: Why Playing Games Makes Your CX Strategy Stick 27:07
  25. 449: How AI Shifts Design Work To The Left 29:48
  26. 448: Separating The Signal From The Noise Of Customer Complaints 32:23
  27. 447: Kerry Bodine On Why 2026 Is The CX Profession’s Inflection Point 34:42
  28. 446: Reboot Journey Measurement To Prove Value 39:55
  29. 445: How CX Leaders Build Resilience In A Volatile World 20:54
  30. 444: Practitioner Stories: Curbing Coordination Tax At Ridepanda 18:42
  31. 443: Communicating CX: Start With A Better Question 23:11
  32. 442: How Conversational Banking Unlocks Tomorrow’s Agentic Experiences 31:06
  33. 441: I’m a CX Leader, Get Me Out of Here! 34:04
  34. 440: The Path to CX Leadership 23:18
  35. 439: Practitioner Stories: ENOC 30:09
  36. 438: Turn CX Strategy Into Action With Game Based Learning Principles 29:15
  37. 437: CX For In-Person Events 28:32
  38. 436: Practitioner Stories: Building A Liquid Company At ABN AMRO 33:58
  39. 435: CX And CS: Collaboration For Business Outcomes 26:32
  40. 434: Big Plans For 2026 16:23
  41. 433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At Amdocs 35:36
  42. 432: Practitioner Stories: Coastline Academy Transforms Customer Support From Firefighters To Architects 23:45
  43. 431: Metrics Obsession – Fixing Dysfunctional CX Measurement 37:45
  44. 430: How To Select A Journey Management Platform 28:24
  45. 429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI 37:52
  46. 428: Just Another Number? Introducing Forrester’s Total Experience Score 29:11
  47. 427: Volatility, Responsible AI, And Trust 28:49
  48. 425: Beyond Demographics – Transforming CX With Computer Vision, NLP, And Biometrics 33:41
  49. 424: Live At CX Summit APAC, 2025 40:52
  50. 423: Culture Change — Messy, Meaningful, And Human 34:35