In August’s episodes of the Forrester CX Cast, we focused on how customer experience (CX) leaders can evolve their CX strategies by sparking innovation, scaling journey management, and aligning marketing with CX. Learn from practitioners and Forrester analysts.

Episode 415: Journey Innovation

Joana de Quintanilha joined Angelina Gennis and Martin Gill to unpack how journey innovation goes beyond fixing broken experiences. This episode is ideal for CX leaders looking to embed creativity into their strategy.

Why listen:

  • Understand what journey innovation really means — and why it’s more than just problem-solving.
  • Learn how to balance short-term fixes with long-term innovation.
  • Explore how AI and tech can fuel imaginative CX design.
  • Get tips on making innovation a repeatable habit.

Episode 416: Can Employees Keep Up With Customers’ Tech Expectations?

J. P. Gownder introduced Forrester’s Technology Change Quotient (TCQ), a framework for assessing how ready your teams are to adapt to tech-driven change.

Why listen:

  • Discover how TCQ helps leaders guide change effectively.
  • Hear strategies for bridging the gap between customer expectations and employee capabilities.
  • Learn how CX pros can stay ahead of tech trends without overwhelming their teams.
  • Read more in J. P.’s blog post and explore the TCQ assessment.

Episode 417: Practitioner Stories — Scaling Journey Management At Grundfos

Cecilie Kobbelgaard shared how Grundfos built a scalable journey management framework from the ground up. This episode is a must for CX practitioners navigating organizational complexity.

Why listen:

  • Learn how to build CX maturity across diverse business units.
  • Hear how Cecilie’s team created a journey mapping “cookbook” and standardized practices.
  • Understand how to measure progress and overcome internal resistance.
  • Get inspired by a real-world example of CX transformation.

Episode 418: How Accurate Marketing Management Improves Customer Experience

Brad Haag joined Angelina to explore how marketing analytics can enhance CX. This episode is perfect for CX pros collaborating with marketing teams.

Why listen:

  • Discover how marketing measurement intersects with CX.
  • Learn how marketing mix modeling has evolved — and what it means for customer impact.
  • Understand how data science supports smarter, more customer-centric marketing.
  • Gain insights into aligning marketing efforts with CX goals.