The CX Cast® Podcast
1) 434: Big Plans For 2026
Co-hosts Martin Gill and Angelina Gennis reflect on the past year of CX Cast episodes, including coverage of evolving themes like AI and insights-rich interviews with over 20 external guests. But 2026...Show More
2) 433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At Amdocs
Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and its approach to customer engagement throu...Show More
433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At Amdocs
35:36 | Dec 16th, 2025
3) 432: Practitioner Stories: Coastline Academy Transforms Customer Support From Firefighters To Architects
Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to fully embrace AI as a transformative technology for business ...Show More
4) 431: Metrics Obsession – Fixing Dysfunctional CX Measurement
Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move fr...Show More
5) 430: How To Select A Journey Management Platform
Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanilla joins Martin Gill to talk all things CJM. We shifted the c...Show More
6) 429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI
This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forrester’s Izola AI chatbot. Doug shares the organizational minds...Show More
429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI
37:52 | Nov 18th, 2025
7) Just Another Number? Introducing Forrester’s Total Experience Score
This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score — a framework designed to unify brand and CX measurement....Show More
8) 427: Volatility, Responsible AI, And Trust
Martin and Angelina welcome back VP Principal Analyst Enza Iannopollo to discuss the evolving nature of trust in CX — especially in the context of global volatility and the rise of AI. The conversatio...Show More
9) 425: Beyond Demographics – Transforming CX With Computer Vision, NLP, And Biometrics
Brendan Witcher, VP principal analyst, joins Angelina and Martin to discuss the evolving role of AI and data in CX. Brendan shares insights focusing on three key innovations: computer vision, natural ...Show More
425: Beyond Demographics – Transforming CX With Computer Vision, NLP, And Biometrics
33:41 | Oct 22nd, 2025
10) 424: Live At CX Summit APAC, 2025
This week, host Martin Gill travels down under to Forrester’s CX Summit APAC in Sydney. Tune in to hear a series of quickfire discussions with Forrester analysts and CX industry attendees on topics af...Show More