The CX Cast – Details, episodes & analysis

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The CX Cast

Forrester

News

Frequency: 1 episode/7d. Total Eps: 99

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.

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Apple

Data updated on 04/07/2026

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🇩🇪 Germany - Business News
13/09/2026
#99
🇩🇪 Germany - Business News
12/09/2026
#84
🇩🇪 Germany - Business News
11/09/2026
#64
🇩🇪 Germany - Business News
10/09/2026
#48
🇺🇸 USA - Business News
01/09/2026
#93
🇨🇦 Canada - Business News
26/08/2026
#78
🇨🇦 Canada - Business News
25/08/2026
#60
🇨🇦 Canada - Business News
24/08/2026
#49
🇬🇧 Great Britain - Business News
08/08/2026
#100
🇬🇧 Great Britain - Business News
07/08/2026
#78

Spotify

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Score global : 38%

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408: Practitioner Stories: The Epic Transformation Of Frontier Communications

Tuesday, June 17, 2025 • Duration 21:00

Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems. It's new CEO launched four priorities to refocus the organization: Build fiber, sell fiber, improve customer service, become operationally efficient. Frontier's Chief Customer Operations officer, Charlon McIntosh tells the CX transformation story, with winning examples of stakeholder collaboration and guerilla CX.

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407: Why People Buy

Tuesday, June 10, 2025 • Duration 24:46

Angelina and Martin are joined by returning guests Maxie Schmidt and Dipanjan Chatterjee to explore the fascinating psychology and data behind consumer purchasing decisions. Drawing from their latest Forrester research, we unpack why people say they buy versus why they actually do—and how brands can use this knowledge to better serve their customers. We discuss: Why traditional surveys fall short and how to uncover real motivations How the MaxDiff method can be used to identify primary, secondary & situational purchase drivers Cross-country and category insights and the four buyer segments To illustrate, purchase driver rankings for cosmetics and beauty and purchase driver importance for cosmetics/beauty in France are shown below. Purchase Driver Ranking In Eight Countries: Cosmetics/Beauty Purchase Driver Importance For Cosmetics/Beauty in France

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CX Cast Replay: Paying Employees For CX Is A Bad Idea

Tuesday, June 3, 2025 • Duration 18:13

Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. Show Notes: Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. VP, Principal Analyst Maxie Schmidt and former CX Cast host Sam Stern dive into how incentivizing better CX scores encourages unintended behaviors, stepping into the shoes of employees who “game the system." The lesson: design the system carefully in the first place to encourage the right behaviors for better CX. Related content: 332: How To Set CX Metrics Goals - Forrester 147: Paying Employees For CX Is A Bad Idea (Part 1) - Forrester 148: Paying Employees For CX Is A Bad Idea (Part 2) - Forrester

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406: Is AI Revolutionizing The Contact Center?

Tuesday, May 27, 2025 • Duration 19:27

This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI still has far to go. We also touch on the challenges faced by human agents and the confusion around terminology like "agentic" and "agents."

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405: High-Tech Industry CX Strategies

Tuesday, May 20, 2025 • Duration 21:15

High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator — if implemented effectively. Principal Analyst Su Doyle joins us to share practical CX strategies tailored for high-tech firms, emphasizing the importance of aligning CX with business objectives, leveraging customer success programs, and adopting performance-focused approaches to drive growth and improve customer relationships.

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404: No More Excuses: Practice Customer Obsession The Right Way

Tuesday, May 13, 2025 • Duration 25:40

All those reasons why customer obsession is too hard don’t matter. Customer experience wins business. VP, Principal Analyst Shar VanBoskirk explains how customer obsession is not just a goal, but a continuous practice that can lead to significant improvements in customer experience and business efficiency. She shares real world examples, challenges in measuring customer obsession, and future directions for the research. We discuss: How customer obsession aligns with business strategy and operations How mindsets need to shift for continuous practice How to assess a firm’s customer obsession Where to find insight to improve customer obsession practices To learn more, join Shar for her keynote and much more interactive content at CX Summit North America.

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403: Where Should Your CX Function Sit?

Tuesday, May 6, 2025 • Duration 24:23

Does a CX team’s position in the organization affect its influence? Principal Analyst Judy Weader shares insights from recent survey data and qualitative research, revealing that there isn't a one-size-fits-all answer. The placement of CX teams varies widely across different companies and industries, but organizational dynamics go beyond the org chart. The burden is on the CX leader to drive influence and flex with the nonlinear nature of CX maturity. Judy offers a decision-making framework to help organizations determine the best placement for their CX functions, emphasizing the role of executive sponsorship and the necessity for CX leaders to be proactive in their roles.

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402: Develop Your CX Leadership

Tuesday, April 29, 2025 • Duration 29:11

You don’t just manage, you lead. Managing the details of CX – execution, measurement, strategy – is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowered workers who understand and care about your customer’s outcomes.

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401: How To Drive Growth By Aligning Your Brand Promise With CX

Tuesday, April 22, 2025 • Duration 24:46

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.

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400: The CX Culture Change Blueprint

Tuesday, April 15, 2025 • Duration 34:35

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.

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The CX Cast – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

RSS feed quality and score

Publication history

Latest published episodes

Related Shows Based on Content Similarities

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

The CX Cast – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Related Shows Based on Content Similarities

Apple Podcasts

Spotify