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
Podcast
182: Start Designing The Future Human-Machine Workplace Now
The robots are coming for your jobs — not universally true. The robots are coming to make your jobs easier — also not universally true. Organizations must take a proactive stance toward integrating robots and AI into their existing employee ecosystem. Otherwise, they will fail to maximize their investments in technology and will alienate their […]
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181: The Inclusive Design Imperative
For most organizations, there are many more potential customers than they realize in their target market whose needs are different from those of their imagined “average” customer. Firms that design for that diversity can reach more of their target market, access new ones, avoid legal troubles, and cut costs — by shifting to inclusive design, […]
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180: The Extended Reality Opportunity Today: Your Employees
The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But consumers aren’t ready for it yet — your workforce is. XR’s adoption among consumers remains low, and its use cases are narrow. In the workplace, however, it’s a different story. In this episode, we explain how […]
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179: Introducing Angelina Gennis — Forrester’s Newest CX Analyst
Angelina’s research focuses on customer-centric culture and CX transformations. In this episode, she shares some preliminary findings from her current research on how the role of CX-practice leaders has shifted, and what it takes to maintain C-suite support. Prior to joining Forrester’s CX research team, Angelina was an experience strategist at Publicis Sapient, where she […]
Podcast
178: Use Emotion To Beat Customer Service Stagnation
Customer experience (CX) fatigue is a reality — and it’s impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms have overlooked the most important component: emotion. In this episode, Principal Analyst Ian Jacobs overviews the technologies and approaches to employee training that help […]
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177: Forrester’s Top Customer Experience Research Findings Of 2018
Forrester’s CX research team published more than 100 reports in 2018. We pulled our most important CX findings — across a range of topics — out of those reports and highlighted them in one place. In this episode, we share the very most important findings. In the full report, linked below, we share an additional […]
Podcast
176: Innovate Your Business Model To Drive A CX Advantage
Leading companies recognize that to maintain a differentiated CX advantage over their competitors, they must do more than incrementally fix and improve existing experiences. Companies gunning to capture more market share or create new markets must innovate just like a startup — and that begins with identifying and developing a new business model. In this episode, […]
Podcast
175: Introducing Forrester’s Employee Experience Index
The debate about the importance of employee experience (EX) is moving into a new phase. It’s no longer a question of whether EX is important. Now the debate is about which EX elements matter most. To answer that question, Forrester deployed a new survey to 13,800 global workforce employees in seven countries over two years, […]
Podcast
174: The Winning Way To Plan Customer Research
Although companies increasingly recognize that if they want to improve CX significantly, they can’t skip customer research, Forrester consistently hears from CX pros who struggle to conduct the research they need. To find success, CX pros need to take a pragmatic approach that helps identify the problems they aim to solve, use that knowledge to […]
Podcast
173: The Fear Of Hiring XD Providers And How To Overcome It
Organizations are smart to contract with an outside firm for experience design (XD) — but they often fear the partnership would sour. In this episode, we discuss common disappointments with such partnerships and we provide a few tactics that help ensure positive outcomes. Click the title below to read more: The Fear Of Hiring XD […]
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172: The Values-Based Evolution In Marketing, And In The Super Bowl
In this episode, we explore the immense impact of values-based marketing on customers’ perceptions, and how to implement the strategy correctly. Values-based marketing: “Giving your customers a reason to buy your product or service that isn’t price, product features, or product performance, but that is instead related to a social, environmental or political value that you believe your audience holds.” Special guest: Jim Nail, […]
Podcast
171: Supercharge Your Journey Mapping | Part 2
Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and “jobs to be done” frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent […]
Podcast
170: Supercharge Your Journey Mapping | Part 1
Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and “jobs to be done” frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent […]
Podcast
169: CES 2019 Delivers Dazzling Tech But Disappointing Experiences
We discuss our key takeaways from the Consumer Electronics Show (CES) 2019: 1. Robots Are Eager To Help — But Aren’t Customer-Ready (Yet). 2. “Smart” Products Are Everywhere — Varying In Intelligence. 3. Google Is Catching Up In The Amazon Vs. Google Race. 4. Technology Will Disrupt The Retail Experience Far More Than It Has Already. […]
Podcast
168: What Leading VoC Programs Get Right
Forrester analyst Faith Adams shares a preview of findings from her research on trends among state of the art voice of the customer (VoC) programs. Click the titles below to read more: How To Drive Action With Your Voice Of The Customer Program Four Questions CX Pros Should Ask — But Usually Don’t — When […]
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167: Guest: Jason Bradshaw, VW Australia’s Chief Customer Officer
This week Sam and Jenny speak with Jason Bradshaw, VW Australia’s Chief Customer Officer (LinkedIn Bio). Jason is on to talk customer and employee experience, specifically topics and anecdotes from his recently published book, “It’s All About C-E-X.” He shares his CX origin story, starting a business differentiated on the basis of its service when […]
Podcast
166: Predictions 2019 | CX Comes Under Fire
Customers expect their experiences to keep getting better. Trouble is, they haven’t — or at least not enough to keep up with those rising expectations. This has been going on for the last three years and will begin to boil over in 2019, leading to a series of systemic shocks for CX transformation efforts and […]
Podcast
165: Four Defining Trends Of 2018
We discuss the major CX developments of 2018 and what you should know for the year ahead. CX quality stagnated. Employee Experience (EX) emerged as a critical business imperative. Experience Design (XD) functions sprouted within organizations. Physical/digital interactions failed. Click the titles below to read more: There Are No Clear CX Leaders Among US Brands — For The Third Year In […]
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164: Four Behavioral Science Hacks For CX
Through a combination of tactical quick wins and strategic transformations, organizations can apply the concepts of behavioral science to improve experiences. In this way, firms can look out for their customers’ best interests while also generating value for their organization. In this episode, we introduce 4 key behavioral science concepts and several examples of how companies are […]
Podcast
163: The Voice-Interaction Design Process, Done Right
Everyone’s talking about voice interactions. But this emerging human-digital interaction modality isn’t as “intuitive” as it sounds for people. In this episode, we explore new human factors to consider, and how companies can augment their approach to the Empathize and Define stages of the design thinking process to create successful voice experiences. Click the titles […]