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


303: We Try Out Our Own Culture Research

The CX Cast May 2, 2023
The CX Cast’s very own co-host, Angelina Gennis, chats with Martin about her research into how to define, assess, and change organizational culture.

302: Privacy & CX

The CX Cast April 25, 2023
How do you optimize CX in a new era of privacy? Forrester Principal Analyst Enza Iannopollo discusses the risks and concerns associated with sharing personal data.

301: Practitioner Stories: Embedding CX Design at Avangrid

The CX Cast April 18, 2023
Energy company Avangrid and UX research and design firm Blink return to discuss the role of design in creating quality experiences at Avangrid. Forrester Senior Analyst AJ Joplin guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.

300: Practitioner Stories: Building The CX Function At Avangrid

The CX Cast April 11, 2023
Energy company Avangrid and UX research and design firm Blink give a candid recounting of building the CX function at Avangrid. Forrester Senior Analyst Su Doyle guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.

299: The CX Leader’s Guide To The Green Consumer

The CX Cast April 4, 2023
VP and Principal Analyst Thomas Husson and Researcher Melissa Chaudet join this week to share their research into the green consumer, touching on generational differences and the factors that contribute to them.

298: The CX Of Mobility

The CX Cast March 28, 2023
Forrester analyst Karine Cardona-Smits discusses the untapped potential of optimizing CX for a range of consumer mobility experiences such as ride-share.

297: CX Leader Priorities: Measure CX Performance And Prove ROI

The CX Cast March 21, 2023
Forrester analysts Maxie Schmidt-Subramanian and Pete Jacques explain how to establish an enterprise-wide CX measurement program to track the success of CX activities and demonstrate the ROI of improving CX.

296: CX Leader Priorities: Enable CX With Technology

The CX Cast March 14, 2023
For Forrester’s fifth CX Priority, Martin and Principal Analyst Max Ball discuss how companies can gather, analyze, and make voice-of-the-customer data actionable by selecting and implementing the right tools.

295: CX Leader Priorities: Design Experiences That Drive Loyalty

The CX Cast March 7, 2023
For Forrester’s fourth CX Priority, VP and Research Director Ian Jacobs and Senior Analyst Sheila Mahoutchian come on the Cast to discuss how to design, evaluate, and monitor experiences that drive customer loyalty.

294: CX Leader Priorities: Embed Customer Insights Into The Business

The CX Cast February 28, 2023
For Forrester’s third CX Priority, VP and Principal Analyst Joana de Quintanilha comes on the Cast to discuss the tools, insights, and metrics you can leverage to drive customer-centric action throughout the entire CX ecosystem.

293: CX Leader Priorities: Collect and Analyze Data For Customer Insights

The CX Cast February 17, 2023
Continuing our series on Forrester’s CX Priorities, VP and Principal Analyst Brandon Purcell lays out how business leaders can collect and use data across the business to impact customers.

292: CX Leader Priorities: Establish, Fund, And Scale The CX Function

The CX Cast February 13, 2023
Martin and Angelina kick off a series of episodes focused on priorities for leaders to achieve CX transformation. Forrester senior analyst Judy Weader describes the importance of setting up a CX function that brings value back to the business.

291: Our 2023 CX Predictions

The CX Cast February 7, 2023
Every year, Forrester shares predictions for CX that are grounded in existing data and emergent trends. Forrester VP and Research Director Rick Parrish shares our 2023 predictions, with illustration through insights and examples.

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.