Oct 15, 202622 min
Journey mapping is valuable. Journey centricity is transformative. In this replay, explore how to move beyond individual projects and build a journey-centric operating model that aligns teams around customer goals...
About this Podcast:
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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Contact path
Verified email
Booking probability
45%
Guest openness
Selective
80/100
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What is The CX Cast about?
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.
Who hosts The CX Cast?
The CX Cast is hosted by Forrester. The show has published 300 episodes to date.
What has The CX Cast covered recently?
Recent episodes include "469: Journey Mapping Essentials: The Journey-Centricity Roadmap" (15 October 2026, 22 minutes), "468: Journey Mapping Essentials: Journey Innovation" (8 October 2026, 29 minutes), and "467: Journey Mapping Essentials: Supercharging Your Journey Mapping" (1 October 2026, 13 minutes).
How often does The CX Cast publish?
The CX Cast publishes roughly weekly, with episodes averaging 28 minutes across 300 episodes.
How hard is it to get booked on The CX Cast?
Booking probability for The CX Cast is 45%, and the host is rated Selective on guests. The CX Cast requires a Pod Score of 80 or higher. The CX Cast's contact route on record: verified email.
Who should pitch The CX Cast?
The strongest fits for The CX Cast are Business & Management Consulting. The CX Cast has a news audience.
About the host
Forrester hosts The CX Cast, a news podcast with 300 episodes published.
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Recent episodes
Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.
- Oct 8, 202629 min
The best journey programs do more than identify problems. They create opportunities for innovation. In this replay, explore how customer journey insights can spark new ideas, improve experiences, and uncover...
- Oct 1, 202613 min
Creating journey maps is only the beginning. This replay from way back in the archives explores techniques for increasing the value, influence, and outcomes of journey mapping programs. Featuring: Joana de Quintanilha...
- Sep 24, 202625 min
Customer journeys rarely exist in isolation. In this replay, explore why leading organizations need a journey atlas to understand how journeys connect, overlap, and influence one another. Featuring: Joana de...
- Sep 17, 202631 min
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 teams, uncover customer pain points, and support...
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- Sep 10, 202620 min
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, Angelina Gennis and Martin Gill explore a surprisingly...
The CX Cast
463: Distrust In The Age Of AI
Sep 3, 202627 minIn this episode, Martin Gill and Angelina Gennis welcome Enza Iannopollo — VP, principal analyst — to discuss new research on trust, responsible AI, and what businesses must do to earn customer confidence. Drawing on...
The CX Cast
462: Use Cases For AI In Experience Research
Aug 27, 202622 minAI 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 Gennis to explain how AI-moderated interviews...
The CX Cast
461: Practitioner Stories: How Michelle Samuel Built Momentum in Her First Year at Nationwide
Aug 20, 202623 minMany organizations collect customer feedback. Far fewer consistently turn it into action and measurable business results. Angelina Gennis speaks with Michelle Samuel, Chief Customer Officer at Nationwide, about building...
- Aug 13, 202647 min
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 Europe is its largest region outside of Japan. To...
- Aug 7, 202628 min
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 Forrester Researcher, joins Angelina Gennis and...
- Jul 31, 202625 min
Customer growth comes from two sources: strengthening relationships with existing customers and attracting new ones. Forrester's Total Experience (TX) framework was designed to measure both. Now it takes the next step...
The CX Cast
Hands On: Building Interactive Experiences
Jul 23, 202629 minMost CX leaders know stakeholder alignment is hard. Strategy workshops stall. Teams focus on blockers. Momentum fades before transformation begins. In this episode, Angelina Gennis and Martin Gill share lessons from a...
The CX Cast
456: Why You Need A Journey Decision System
Jul 15, 202630 minMost organizations have journey maps, dashboards, and customer insight. Turning them into decisions that shape funding, priorities, and delivery is the hard part. In this episode, Host Martin Gill speaks with Joana de...
- Jul 9, 202630 min
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, about why, even after years of investment, digital...
- Jul 2, 202626 min
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 Quintanilha, VP and Principal Analyst, about how...
- May 28, 202627 min
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 from theory to action.
The CX Cast
449: How AI Shifts Design Work To The Left
May 22, 202630 minAI 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 interviews with design leaders.
- May 14, 202632 min
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 Riccardo Pasto joins Martin Gill to reframe how...
- May 7, 202635 min
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 creates an existential threat. Or a breakthrough...
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