The CX Cast

465: Journey Mapping Essentials: Seven Steps To Effective Journey Mapping

Many organizations create journey maps. Far fewer use them to drive measurable change. This replay breaks down seven practical steps for creating journey maps that align

464: Change CX Culture By Asking Better Questions

Many CX leaders know culture needs to change before a customer experience (CX) transformation can succeed. The challenge is knowing where to start. In this episode, Ange

463: Distrust In The Age Of AI

In this episode, Martin Gill and Angelina Gennis welcome Enza Iannopollo — VP, principal analyst — to discuss new research on trust, responsible AI, and what businesses m

462: Use Cases For AI In Experience Research

AI moderators promise to make qualitative research faster and more scalable, but where do they fit in the research process? Senem Biyikli joins Martin Gill and Angelina G

461: Practitioner Stories: How Michelle Samuel Built Momentum in Her First Year at Nationwide

Many organizations collect customer feedback. Far fewer consistently turn it into action and measurable business results. Angelina Gennis speaks with Michelle Samuel, Ch

460: CX Cast Replay – How Fujitsu Europe Scaled CX Transformation

This week on the CX Cast we dig into our archives to bring you an episode that's stood the test of time. Fujitsu is a global B2B technology and services company, and Eur

459: Why Inclusive Design Improves Customer Experience For Everyone

Most organizations still design for an "average" customer. The problem? There is no average customer. In this episode, producer Hannah Jachim, who in her day-job is a Fo

458: How Employee Experience Powers Total Experience Growth

Customer growth comes from two sources: strengthening relationships with existing customers and attracting new ones. Forrester's Total Experience (TX) framework was desig

Hands On: Building Interactive Experiences

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

456: Why You Need A Journey Decision System

Most organizations have journey maps, dashboards, and customer insight. Many struggle to turn them into meaningful decisions. In this CX Cast episode, learn how to bridge

455: Closing the Digital Experience Gap: From Channels to Customer Moments

Great CX starts outside-in. If customers aren’t using what you built, the problem isn’t them. Host Martin Gill speaks with Tom Mouhsian, Principal Analyst at Forrester,

454: Make CX Strategy Stick With Interactive Learning

Most CX strategies fail to land. Not because the ideas are wrong, but because teams don't internalize the decisions behind them. Host Martin Gill speaks with Joana de Qu

453: Build The Experience AI Can’t At CX Summit EMEA

CX Summit EMEA brought CX, digital and marketing leaders together to challenge them to build the experience AI can't. We focused on earning trust, aligning teams, and tur

452: Practitioner Stories: Redesigning The B2B Enterprise For CX Led Growth At Expereo

Enterprise CX transformation rarely starts with journey maps or dashboards. It starts with fixing real problems fast. In this episode of CX Cast, Angelina Gennis and Mar

451: Embrace The AI Innovation Lifecycle

AI makes it easy to generate ideas. The hard part is deciding which ones deserve investment. In this episode of CX Cast, Forrester Principal Analyst Manuel Geitz joins A

450: Why Playing Games Makes Your CX Strategy Stick

In this episode, hear how hosts Angelina Gennis and Martin Gill use Forrester's research to design immersive, game‑based experiences for our CX Forums that move leaders f

449: How AI Shifts Design Work To The Left

AI isn't killing design — but it is reshaping workflows, roles, and expectations. Principal Analyst Gina Bhawalkar joins the CX Cast to discuss her findings from intervie

448: Separating The Signal From The Noise Of Customer Complaints

Customer complaints are not noise. They are high‑fidelity signals of broken expectations, rising risk, and lost value. In this episode of CX Cast, Principal Analyst Ricc

447: Kerry Bodine On Why 2026 Is The CX Profession’s Inflection Point

CX leaders are at an inflection point. AI can now do much of the work CX teams once defined themselves by, such as journey mapping, insight synthesis, and analysis. That

446: Reboot Journey Measurement To Prove Value

Many CX teams say they are journey‑led. Fewer can prove the value of those journeys. In this episode, Angelina Gennis and Martin Gill speak with Maxie Schmidt, VP and Pr