Shifting buyer behaviors, global turbulence, and tech disruptions are changing go-to-market strategies. Watch this webinar to learn how to focus on stable markets, reduce costs, and adapt to customer needs. See how smart planning can help your marketing team thrive in uncertain times.

Why should CX professionals care about brand experience (BX)? Forrester VP, Principal Analysts Dipanjan Chatterjee and Thomas Husson join the podcast to discuss the challenges organizations face in delivering a total experience and shed light on how BX can help drive growth.

CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to activate the entire workforce to demonstrate customer focus. In this episode, Angelina introduces a blueprint consisting of three key steps: 1) describing current and ideal culture; 2) assessing the current culture; and 3) leading culture change.

Watch and learn how Palo Alto Networks, Siemens and Zendesk made the move – including their experience aligning teams to drive adoption and creating a pilot that led to measurable improvements in key performance metrics. 

Employee feedback is part of a virtuous cycle of improving customer experience (CX) through employee empowerment and enablement that builds customer trust. But if you’re not building your CX strategy using this loop, you’re in a reactive cycle of EX-blind customer focus instead. Breaking the cycle begins with an effective employee listening strategy, followed by accountability at the leadership level to ensure that employee voice leads to appropriate action. Forrester Principal Analyst David Brodeur-Johnson joins us to discuss.

Get an early look at the top 10 emerging technologies for 2025, hear common use cases for each, and learn how (and when) these advancements will produce real benefits.

Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytics. He outlines the path forward – even for those intimidated by advanced analytics.

How should CX professionals use generative AI? Forrester VP, Principal Analyst Martha Bennett joins for a follow-up discussion to chat about the evolution and current state of genAI, busting myths and addressing real-world CX applications. 

Guerilla CX is “swift, creative, and often low-cost tactics that make the most of rightsized data and foster experimentation and learning to create memorable moments that act as a catalyst for CX and EX transformation.” VP, Principal Analyst Joana de Quintanilha returns to explain why guerilla CX tactics need to be in every CX practitioner’s back pocket, as well as how deploying these tactics might lead to big impact on CX and internal customer-focused culture.

Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey. Jivesh Juneja, Customer Journey Director at Nissan, joins the CX Cast to discuss Nissan’s journey from embracing customer journey mapping to scaling out journey management and adopting a journey-centric operating model.

Learn from our analysts as they unveil the CX metrics framework, a tool to build effective measurement strategies that drive tangible results.

Forrester identifies the firms that are helping businesses diagnose customer problems, develop a plan to solve those issues, and build the infrastructure needed to execute a CX transformation. That effort is led by Principal Analyst Judy Weader, who joins us to unpack her recent evaluation of the CX strategy consulting services market.

In her recent evaluation of CX strategy consulting services providers, Forrester Principal Analyst Judy Weader identified the most significant ones and researched, analyzed, and scored them. Judy joins us to unpick the CX strategy consulting services market.

In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report,  The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. We talk about the importance of vendor services to help CX leaders leverage increasingly complex platforms, how to think about your organizational readiness, and the promise of GenAI.

In this episode of the CX Cast, Chris Lipman, Chief Customer Officer at E&, returns to discuss the innovative approach E& takes toward CX improvement through their “CX Change Factory.” We discuss:   How does E& identify and prioritize CX issues for resolution?  What role does the “CX Change Factory” play in improving E&’s CX?  […]

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Forrester analysts Arielle Trzcinski and Shannon Germain Farraher team up with host Martin Gill to dive into Forrester’s 2025 healthcare predictions.  

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Martin is joined by Forrester VP, Principal Analyst Sucharita Kodali to discuss how Forrester’s 2025 retail predictions came together.

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. This week, Forrester analysts Riccardo Pasto and Colleen Fazio join CX Cast host Martin Gill to discuss how Forrester’s 2025 Government predictions came together, and upcoming challenges to government CX.

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, Forrester Research Directors David Hoffman, Oliwia Berdak, and CX Cast host Martin Gill team up to go over Forrester’s 2025 Financial Services predictions.