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


CX Cast 2023 Trailer

The CX Cast January 31, 2023
The CX Cast returns with episodes dropping every Tuesday! Angelina and Martin host a seemingly endless array of CX experts who dive deep into the research and distill big insights into clear and direct actions.

289: Empathy in Customer Service

The CX Cast June 21, 2022
Customer service agents and frontline workers embody a brand and its values to customers. However, there’s an inherent risk, given the growing complexity of service interactions and the supporting technology, that bias creeps into frontline interactions and negatively impacts both customers and brands. Principal Analyst Max Ball discusses the idea of empathy and other attributes […]

288: The Green Consumer Paradox

The CX Cast June 7, 2022
Consumers, and European consumers in particular, increasingly expect brands to protect the environment. In fact, there’s no “one size fits all” approach when it comes to green consumers. This podcast with VP, Principal Analyst Thomas Husson helps teams understand the different attitudes and behaviors of green consumers around the globe in order to better engage […]

287: The Metaverse Means Next Gen CX

The CX Cast April 20, 2022
Consider the perfect customer experience without the unfriendly limitations of the physical environment. The metaverse could offer this. VP, Principal Analyst David Truog returns to explain the state of the metaverse and what it means for the future of CX. To learn more, see David’s Ten Principles For Designing The Metaverse blog post, which links to several […]

286: How To Advocate Internally For DEI

The CX Cast April 5, 2022
Forrester researcher Nick Monroe discusses what it means to be an advocate for diversity, equity and inclusion (DEI) practices, whether as a senior leader, or an individual contributor. He draws on his academic research and experience leading company-wide DEI events and discussions. CX Cast producer Wes Patterson joins us.

285: Harness Friction In Customer Journeys To Drive Emotional Engagement

The CX Cast March 20, 2022
VP, Principal Analyst Joana de Quintanilha joins to explain why too little friction in the customer journey can be bad for business – and even the customer. Learn more in her Forrester blog post.

284: Our Take On Reichheld’s Winning On Purpose And NPS 3.0

The CX Cast March 10, 2022
Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld.

283: Amex Takes VoC To The Next Level

The CX Cast February 14, 2022
Luis Angel-Lalanne, VP of Customer Voice at American Express, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action.

282: Characteristics Of Culture

The CX Cast January 31, 2022
Angelina describes the frameworks of two different Forrester reports – The Four Characteristics Of Organizational Culture and Make Culture An Agent Of Change. She gives examples of purpose, behavioral norms, rituals, and artifacts so CX and EX leaders can observe their cultures, as well as harness cultural strengths during organizational change.

281: Top Research In VoC Management ft. Colleen Fazio

The CX Cast January 25, 2022
Meet Colleen Fazio, Senior Analyst, who leads Forrester research on voice of the customer (VoC). In this episode, Colleen highlights today’s biggest topics in VoC management, including how the convergence between the contact center and CX is an opportunity to leverage data, engage employees, and improve the customer experience. Learn more about Colleen and her […]

280: Inclusive Experiences Start With Inclusive Language

The CX Cast January 10, 2022
Do your diversity, equity, and inclusion (DEI) efforts extend to the customer? Forrester Principal Analyst Gina Bhawalkar and UX Researcher Senem Guler Biyikli point out that most organizations lack a formal, rigorous practice for building inclusion into the design process. They offer examples of language that we may not realize is problematic, and dive into […]

279: Co-Host Andrew Hogan On All Things Design

The CX Cast December 9, 2021
Introducing our new co-host, Principal Analyst Andrew Hogan, who brings design expertise, as well as curiosity for general CX management. Andrew talks about how he applies design thinking to everything he interacts with, and how this always-on perspective helps in solving business problems. He introduces the breadth of his research coverage. Love the preview? Let […]

278: Is CX In Europe Different?

The CX Cast December 2, 2021
Forrester VP and Research Director Martin Gill explains how customer preferences in Europe are different than in the US, how European organizations may have different objectives, but CX management best practices remain consistent, globally. To learn more, check out Martin’s blog: European Organizations Are Underinvesting In Customer Experience (public)  

277: Designing Chatbots Part 2

The CX Cast November 25, 2021
VP, Principal Analyst David Truog returns to offer more basic knowledge on designing chatbots, including conversational design best practices. Most chatbots disappoint, often because organizations focus too heavily on the technology and not enough on the design work. But this miniseries can help you direct efforts to build the right chatbot (or improve an existing […]

276: 2022 CX Predictions

The CX Cast November 18, 2021
In 2022, brands will look to their customer experience (CX) teams to help them navigate their way through the pandemic by adjusting to a new normal and managing customer expectations and emotions around impending and ongoing product shortages. This doesn’t mean that CX teams’ responsibility will grow across the board. Instead, companies and their CX […]

275: The Right Performance Management Matters For EX And CX!

The CX Cast November 11, 2021
Improving employee performance is a critical goal for execs, yet many still rely on traditional HR-led practices of performance management that are rarely fit for purpose for today’s workforce. While leaders realize they can’t “command and control” their employees into better performance, they seldom change the process central to the problem: the way they manage […]

274: Customer Experience For CMOs – Championing CX

The CX Cast November 4, 2021
Customer experience (CX) is a CMO imperative because CMOs who champion CX can ensure that brand is infused throughout the customer lifecycle. But championing CX requires understanding the relationship between CX and brand, as well as an understanding of CX management to play an effective role in improving the customer experience. In this episode, we’re […]

273: Customer Experience At NASA

The CX Cast October 28, 2021
Hearing and enacting customer needs can be challenging in a federal IT environment with specific cybersecurity and privacy regulations, and with a customer base spanning 60,000 employees plus external partners.  In this episode, we’re joined by NASA Customer Experience Lead Luis Bares to discuss the role of the CIO organization at NASA, his journey to […]

272: Forrester’s CX Index™ And Improving Customer Experience Quality

The CX Cast October 21, 2021
In this episode, we’re joined by Principal Analyst Pete Jacques, Ph.D. to discuss his background, experience on Forrester’s Customer Experience Index (CX Index™) team, and his coverage area on the Customer Experience Research team. His research spans from building stronger customer loyalty and trust through higher-quality customer experiences to CX measurement and KPIs. Click the […]

253: Agile and Design Teams – Better Together (R)

The CX Cast October 14, 2021
Companies are adopting agile frameworks and adding designers to their delivery teams to improve digital experience development efforts. But these two constituencies don’t rely on the same workflow, artifacts, or ceremonies — and often struggle to find common ground as a result. In this episode, we’re joined by Senior Analyst Karine Cardona-Smits to discuss how […]