The CX Cast

Jenn Lang, VP Enterprise Customer Experience and Consumer Insights at TD, joins the Cast to talk about CX at TD and their journey towards building a more strategic and holistic view of customer experience.

What makes a CMO right-fit for the role, and effective as an individual? VP and Principal Analyst Shar VanBoskirk returns to the Cast to discuss what makes CMOs strategic and collaborative.

How can companies be truly customer obsessed? And what impact can that have on customer experience, ROI, and beyond? VP and Principal Analyst Shar VanBoskirk joins for a thorough examination into the concept and practice of customer obsession.

How do you provide value to your customers if you can't create it? VP Principal Analyst Maxie Schmidt is back on the cast this week to discuss the meaning of the value network, and how you can leverage this create the best possible experience for your customers.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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 when looking at th...

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 “super-green” consumers and help the...

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 Forrester reports about the metaverse.

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.

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.

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.

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.