This month on The CX Cast, we explored the realities of leading customer experience in a rapidly evolving world. From reimagining mobility to fixing change management failures and even preparing the next generation of CX leaders, as always, we provide practical advice you can apply today. Here’s what you missed and why you should catch up.

Episode 419: Rethinking Mobility Through Customer Experience

Transportation is changing fast, but technology alone won’t create better journeys. This episode explores how mobility innovation can succeed only when it starts with human needs. We cover:

  • Why customer expectations should shape mobility strategies.
  • How to balance sustainability, inclusivity, and convenience.
  • Practical steps for designing mobility experiences that work for everyone.

Episode 420: CX Stakeholder Management

CX leaders can’t deliver results without strong stakeholder alignment. Learn how to identify, prioritize, and engage stakeholders to drive collaboration and impact. We cover:

  • How to map stakeholders and understand their motivations.
  • Techniques for building trust and securing buy-in.
  • Ways to connect stakeholder goals to measurable CX outcomes.

Replay: Volkswagen Group Australia Connects EX To CX

Employee experience and customer experience are two sides of the same coin. Hear how Volkswagen Group Australia bridges EX and CX to deliver better outcomes for both employees and customers. We cover:

  • Why EX and CX alignment matters for business performance.
  • How to create programs that benefit employees and customers alike.
  • Lessons from Volkswagen’s approach that you can adapt to your organization.

Episode 421: Change Management In CX — Why It Fails And How To Fix It

Change is hard — and CX transformations often stumble. This episode uncovers the root causes of failure and offers strategies to make change stick. We cover:

  • Common pitfalls in CX change initiatives.
  • How to build a change strategy that resonates with employees.
  • Practical tips for sustaining momentum over time.

Episode 422: Educating Future CX Pros

The next generation of CX leaders is in the classroom today, and AI is changing how they learn. Martin talks with Debra Eddy, guest lecturer at University College London (UCL), about how universities prepare students for CX careers in an AI-driven world. We cover:

  • Why skills matter more than knowledge in an AI world.
  • How AI is reshaping assessments and learning approaches.
  • How student attitudes are shifting toward employability and outcomes.
  • Tips for becoming a lifelong learner in a fast-changing field.

Bonus: Debra invites practitioners to collaborate with UCL students on projects and internships. Contact her at d.eddy@ucl.ac.uk.

Catch Up Anytime

You can listen to these episodes, and the full archive, on Forrester.com, or follow The CX Cast on Spotify, Apple Podcasts, and other major podcast platforms.