The CX Cast® Podcast
1) Turn CX Strategy Into Action With Game Based Learning Principles
CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Martin Gill and Angelina Gennis speak with Tim van den Boomen, an...Show More
2) 437: CX For In-Person Events
Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experiences build trust, why personalization matters more than ever, ...Show More
3) 436: Practitioner Stories: Building A Liquid Company At ABN AMRO
Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that m...Show More
4) 435: CX And CS: Collaboration For Business Outcomes
Principal Analysts Su Doyle and Shari Srebnick join Angelina to explore the differences and overlaps between Customer Success (CS) and Customer Experience (CX) teams. The conversation delves into CX a...Show More
5) 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
6) 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
7) 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
8) 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
9) 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
10) 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