Featuring:

Martin Gill, VP, Research Director

Jinan Budge, VP, Research Director

Riccardo Pasto, Principal Analyst

Chiara Bragato, Senior Research Associate

Anuprita Bhomick, Head of CX, Platforms and Devices, Google

Sam Higgins, VP, Principal Analyst

Lance Thornswood, Chief Design Officer, NAB

Zhi Ying Barry, Principal Analyst

Show Notes:

This week, host Martin Gill travels down under to Forrester’s CX Summit APAC in Sydney. Tune in to hear a series of quickfire discussions with Forrester analysts and CX industry attendees on topics affecting CX across Australia and the APAC region. We discuss:

  • How is CX different in Australia and APAC compared to other regions?
  • How are human-centered and agentic experiences shaping the future of CX, especially with AI?
  • What role does empathy play in building trust and driving emotional engagement in digital customer journeys?
  • How are organizations balancing technology adoption with customer needs and emotional outcomes?
  • What practical strategies are brands using to innovate customer journeys and measure digital experience impact?