Most CX leaders know stakeholder alignment is hard. Strategy workshops stall. Teams focus on blockers. Momentum fades before transformation begins.

In this episode, Angelina Gennis and Martin Gill share lessons from a season of CX forums and immersive experiences. From stakeholder management workshops to AI-powered game shows and full-scale transformation simulations, they explore how interactive learning helps people build skills, collaborate across functions, and experience change before it happens. We cover:

  • Why simple, hands-on activities create stronger engagement and learning
  • How gamification helps teams move past organizational barriers
  • Ways to use AI and audience participation to make CX education more effective
  • What immersive simulations teach leaders about CX strategy, governance, and stakeholder management
  • How CX teams can create their own CX Week or CX Day using game-based learning

Angelina shares examples from Forrester CX Forums, including a stakeholder management workshop, a live “hype or happening” AI game show, and a transformation simulation that challenged participants to build growth-focused CX strategies under pressure.

The discussion also explores interactive learning, CX transformation, stakeholder management, AI in CX, and organizational culture change.