The CX Cast® Podcast Por Forrester arte de portada

The CX Cast®

The CX Cast®

De: Forrester
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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.© 2019 Forrester Research, Inc. and/or its subsidiaries. All rights reserved. Economía Exito Profesional Gestión Gestión y Liderazgo Marketing Marketing y Ventas
Episodios
  • 441: I’m a CX Leader, Get Me Out of Here!

    441: I’m a CX Leader, Get Me Out of Here!
    Mar 26 2026
    Many CX leaders look at their org chart and wonder: Is this career path dead end or a launchpad? Co-hosts Martin Gill and Angelina Gennis sit down with Tina Lilje, former Head of Global Customer Experience at Philips Healthcare, to unpack what a sustainable, upward career in customer experience (CX) really looks like. We explore how to: Use a CX leadership role as a springboard into broader business leadership. Read job descriptions, org charts, budgets, and KPIs to spot which organizations are serious about CX – and which are doing “CX by rebranding.” Translate CX capabilities into transferable skills that HR, CFOs, and CEOs actually understand. Navigate metrics obsession so CX measurement, surveys, and NPS support your career instead of trapping you in metrics myopia. Stay credible on AI in CX without losing sight of the human experiences that still differentiate brands. Tina also shares practical advice for day‑one CX leaders: how to listen, build allies, and anchor every conversation in business outcomes, not tools or jargon.
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    34 m
  • 442: How Conversational Banking Unlocks Tomorrow’s Agentic Experiences

    442: How Conversational Banking Unlocks Tomorrow’s Agentic Experiences
    Apr 2 2026
    AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM platforms, not branded sites — and they trust these tools enough to ask sophisticated, advice level questions. Solo host Martin Gill speaks with principal analyst Aurelie L’Hostis to break down this shift and what leaders must do now. Aurelie shares new data on how consumers use third‑party AI assistants for banking queries, why trust is shifting, and how AI‑powered search is reducing human traffic to brand websites. She also outlines the coming rise of agent‑to‑agent interactions and the backstage capabilities that banks must develop before conversational banking can scale.
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    31 m
  • 440: The Path to CX Leadership

    440: The Path to CX Leadership
    Mar 19 2026
    CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions, and communication that connects CX work to business outcomes. Angelina Gennis talks with Principal Analyst, Judy Weader and VP, Principal Analyst, Katy Tynan, about how leaders at every level build influence and move organizations toward customer‑focused change. They cover: How the Three C’s of curiosity, courage, and communication show up in effective CX leadership. Why CX leaders must translate customer experience (CX) into business language that resonates with CFOs and executive sponsors. How leadership expectations shift from individual contributor to manager to executive. Why storytelling, vision setting, and strategic alignment remain the most underdeveloped leadership skills on CX teams. How mentorship, self‑assessment, and structured development accelerate a leader’s growth. This episode is essential for anyone looking to elevate their leadership impact and build credibility with senior stakeholders.
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    23 m
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