The CX Cast

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.

Latest Episodes


323: How To Connect With Stakeholders On CX

The CX Cast 11 hours ago
CX pros are used to focusing on the customer, often using tools like personas and workshops to create stellar customer experiences. This week, Forrester Senior Analyst Su Doyle makes the case for using those same strategies to prove CX value internally.

322: Responsible Design For CX Pros

The CX Cast September 19, 2023
Responsible design — design that aligns with a company’s brand purpose, values, and commitments — is a powerful tool for earning trust. Forrester Principal Analyst Gina Bhawalkar joins us for a discussion on what responsible design is and why brands should embrace it.

321: Shared CX

The CX Cast September 6, 2023
Many brands sell products through retailers. Forrester Senior Analyst Michelle Beeson joins the CX Cast this week to discuss how, now that we care more than ever about the customer experience, the brand and retailer partnership is more important than ever.

320: How To Build An Actionable Journey Atlas

The CX Cast August 29, 2023
The right approach to building a journey atlas will ensure the resulting product is insightful and actionable. Susan McNulty, consultant in CX transformation, has worked in CX leadership roles across several industries. She offers her experiences and practical, easy-to-follow expertise on the journey atlas creation process.

319: The Future Of VoC

The CX Cast August 22, 2023
Organizations rely on voice-of-the-customer (VoC) measurement teams to collect and share insights and metrics that drive employee and partner actions. Unfortunately, VoC programs tend to be neglected or misunderstood within organizations. Senior Analyst Colleen Fazio, who helps Forrester customers build VoC and customer experience (CX) measurement programs, joins the CX Cast to discuss challenges and opportunities facing VoC programs and how they should evolve.

318: Journey-Centricity Roadmap

The CX Cast August 15, 2023
Journey -centricity leads to higher revenue, reduced costs, and better customer experience. VP, Principal Analyst Joana de Quintanilha joins the CX Cast this week to share the importance of journey centricity and how it can help organizations foster customer obsession.

317: Building Bridges Between CX And EX

The CX Cast August 8, 2023
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.

316: It’s 2050: Your Website Is Deserted. How Will Your CX Strategy Adapt?

The CX Cast August 1, 2023
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.

315: Construct A CX Strategy For 300 Digital Touchpoints

The CX Cast July 25, 2023
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.

314: Why You Need To Embrace Customer Lifetime Value

The CX Cast July 18, 2023
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.

313: Practitioner Stories: Experience Design At Lloyds Banking Group

The CX Cast July 11, 2023
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.

311: Spark Empathy For Innovative CX

The CX Cast July 5, 2023
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.

A Short Break + What’s Next

The CX Cast June 27, 2023
We’re off this week, but here’s a peek into some of our upcoming episodes!

310: CX EMEA

The CX Cast June 20, 2023
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 […]

309: The Current State Of Digital Accessibility

The CX Cast June 13, 2023
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.

308: Generative AI Needs Design And Will Transform It

The CX Cast June 6, 2023
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.

307: TD Bank’s CX Journey

The CX Cast May 30, 2023
Jenn Lang, VP Enterprise Customer Experience and Consumer Insights at TD, joins the Cast to talk about CX at TD and their journey towards building a more strategic and holistic view of customer experience.

306: How To Fit The Role Of CMO

The CX Cast May 23, 2023
What makes a CMO right-fit for the role, and effective as an individual? VP and Principal Analyst Shar VanBoskirk returns to the Cast to discuss what makes CMOs strategic and collaborative.

305: Customer Obsession Matters For CX Quality

The CX Cast May 16, 2023
How can companies be truly customer obsessed? And what impact can that have on customer experience, ROI, and beyond? VP and Principal Analyst Shar VanBoskirk joins for a thorough examination into the concept and practice of customer obsession.

304: Why You Can’t Create Value For Customers

The CX Cast May 9, 2023
How do you provide value to your customers if you can’t create it? VP Principal Analyst Maxie Schmidt is back on the cast this week to discuss the meaning of the value network, and how you can leverage this create the best possible experience for your customers.