52: How To Set Employee Goals That Drive Great CX

AI isn’t killing design, but it is changing where design leaders focus, and where teams create the most value. In this episode of CX Cast, Angelina Gennis and Martin Gill speak with Gina Bhawalker, Principal Analyst at Forrester, about new research on how AI is reshaping design workflows, roles, and expectations across organisations. Drawing on […]

Customer complaints are not noise. They are high‑fidelity signals of broken expectations, rising risk, and lost value. In this episode of CX Cast, Principal Analyst Riccardo Pasto joins Martin Gill to reframe how leaders should re-think about complaints from a compliance burden to a strategic CX asset. The conversation breaks down why low complaint volumes […]