Recent Episodes
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407: Why People Buy
Jun 10, 2025 – 24:46 -
CX Cast Replay: Paying Employees For CX Is A Bad Idea
Jun 3, 2025 – 18:13 -
406: Is AI Revolutionizing The Contact Center?
May 27, 2025 – 19:27 -
405: High-Tech Industry CX Strategies
May 20, 2025 – 21:15 -
404: No More Excuses: Practice Customer Obsession The Right Way
May 13, 2025 – 25:40 -
403: Where Should Your CX Function Sit?
May 6, 2025 – 24:23 -
402: Develop Your CX Leadership
Apr 29, 2025 – 29:11 -
401: How To Drive Growth By Aligning Your Brand Promise With CX
Apr 22, 2025 – 24:46 -
400: The CX Culture Change Blueprint
Apr 15, 2025 – 34:35 -
399: Build Your EX-To-CX Strategy Now
Apr 8, 2025 – 29:07 -
398: Advanced Analytics Will Transform Your CX Practice
Apr 1, 2025 – 26:22 -
397: Generative AI: Lessons Learned
Mar 25, 2025 – 29:41 -
396: Guerilla CX
Mar 18, 2025 – 20:49 -
395: Practitioner Stories: Embracing Journey Centricity At Nissan
Mar 11, 2025 – 31:11 -
394: Getting Stakeholder Buy-In For Customer Research Pt. 2
Mar 4, 2025 – 19:57 -
393: How To Pick A CX Strategy Consulting Partner
Feb 25, 2025 – 30:01 -
392: Evaluating Customer Feedback Management Platforms
Feb 18, 2025 – 26:54 -
Episode 391: Practitioner Stories: Creating A CX Change Factory At E&
Feb 12, 2025 – 28:01 -
Episode 390: Forrester Predictions 2025: Healthcare
Feb 4, 2025 – 35:14 -
389: Forrester Predictions 2025: Retail
Jan 28, 2025 – 24:50 -
388: Forrester Predictions 2025: Government
Jan 21, 2025 – 27:27 -
387: Forrester Predictions 2025: Financial Services
Jan 14, 2025 – 21:35 -
386: Forrester Predictions 2025: Customer Experience
Jan 7, 2025 – 22:05 -
Cheers To 2024!
Dec 24, 2024 – 6:03 -
385: Practitioner Stories: Designing Human-Centric AI Experiences At Phillips Healthcare
Dec 17, 2024 – 28:48 -
384: How Fujitsu Europe Scaled Its CX Transformation
Dec 10, 2024 – 45:41 -
383: Practitioner Stories: Verizon’s CX In The AI Revolution
Dec 3, 2024 – 27:31 -
382: Journey Mapping Masterclass 4: Drive Gains From Journey Mapping
Nov 26, 2024 – 28:34 -
381: Journey Mapping Masterclass 3: Validate The Journey
Nov 19, 2024 – 19:13 -
380: Journey Mapping Masterclass 2: Workshop Your Journey
Nov 12, 2024 – 22:49 -
379: Journey Mapping Masterclass 1: Frame The Effort
Nov 5, 2024 – 22:05 -
378: Practitioner Stories: Journey Management At Prudential
Oct 29, 2024 – 34:32 -
377: How To Design Trustworthy AI Experiences
Oct 22, 2024 – 29:13 -
376: Practitioner Stories: People-Centric CX At eBay
Oct 15, 2024 – 28:27 -
375: Practitioner Stories: Implementing NPS At e&
Oct 8, 2024 – 30:19 -
374: Feedback Is A Touchpoint, Too
Oct 1, 2024 – 25:19 -
373: CX Index Reveals Drop In Quality For European Banks
Sep 24, 2024 – 34:45 -
372: Are Your Personas Hit Or Miss?
Sep 17, 2024 – 19:11 -
371: Behaviors Are The Building Blocks Of Customer-Focused Culture
Sep 10, 2024 – 22:19 -
370: Your CX Cast Budget Planning Guide
Sep 3, 2024 – 18:31 -
369: How To Plan A CX Day
Aug 27, 2024 – 23:30 -
368: How To Solve For CX With GenAI Hackathons
Aug 20, 2024 – 25:38 -
367: The State of CX Measurement
Aug 13, 2024 – 25:59 -
366: CX Case Studies Overview
Aug 6, 2024 – 17:09 -
365: Harness Mental Models To Create Strategic Alignment
Jul 30, 2024 – 25:44 -
364: Global And Local Themes At Our CX Summits
Jul 23, 2024 – 26:39 -
363: Live At CX Summit EMEA, 2024
Jul 16, 2024 – 18:46 -
362: Live At CX Summit North America, 2024
Jul 9, 2024 – 16:02 -
361: Practitioner Stories: CX At Prudential
Jul 2, 2024 – 29:50 -
360: Conversational AI For Customer Service
Jun 25, 2024 – 17:11
Recent Reviews
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XSTekniqueAlmost There…Love this podcast! Great information and insights and the Forrester speakers are polished and well-spoken. However, the audio quality is mediocre at best. Audio isn’t properly normalized, especially from episode-to-episode and mic quality runs the gamut of bathroom + laptop mic acoustics to professional quality recording equipment. You’re almost there, but please don’t neglect the listening experience of your audience!
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christophtrappeGreat insightsI always learn something from the episodes and I really appreciate the expertise from the guests.
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J. BarshopAwesome show, highly recommend!Jenny, Sam and their guests provide some incredibly actionable and compelling content on how to effectively grow your business through world-class CX. Highly recommend listening and subscribing to The CX Cast if you want the knowledge AND mindsets to build a brand customers flock to (and reach your overall business goals as a result)!
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ssjonesyIf you're in customer experience, this is for you.Nice summary of customer experience topics and issues each week.
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Scrambled EditorCX-tasticFun and educational!
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