The CX Cast® Podcast
1) 421: Change Management In CX – Why It Fails And How To Fix It
Martin and Angelina explore the role of change management in CX transformation. Drawing from Angelina’s latest research and Martin’s past experiences, they unpack why CX programs stall and how organiz...Show More
2) Replay: Volkswagen Group Australia Connects EX To CX
In 2019, former CX Cast co-hosts Sam Stern and Jenny Wise brought Jason Bradshaw, then-Chief Customer Officer at Volkswagen Group Australia, to discuss customer and employee experiences. As Angelina n...Show More
3) 420: CX Stakeholder Management
Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively....Show More
4) 419: Rethinking Mobility Through Customer Experience
In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems — from EVs to mass transit — can be reimagined through a customer-centric lens. Join...Show More
5) 418: How Accurate Marketing Management Improves Customer Experience
How can marketing work with CX to improve customer experience? This week, Angelina sits down with senior analyst Brad Haag to dive into the world of marketing measurement and analytics. Brad shares ho...Show More
6) 417: Practitioner Stories: Scaling Journey Management At Grundfos
Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed the basics first. So, she led the develop...Show More
7) 416: Can Employees Keep Up With Customers’ Tech Expectations?
As customers' expectations shift due to their adoption of new technologies, organizations need to adapt. TCQ, Forrester’s Technology Change Quotient, measures the readiness of employees, teams, and or...Show More
8) 415: Journey Innovation
Angelina Gennis and Martin Gill sit down with Joana de Quintanilha, VP and principal analyst, to explore how companies can go beyond fixing broken experiences and cocreate breakthrough value with cust...Show More
9) CX Cast Replay: Amex Takes VoC To The Next Level
Originally episode 283, this recording focuses on how American Express evolved their VoC program. Show Notes: Originally episode 283, this recording focuses on how American Express evolved their VoC...Show More
10) 413: Inside The Experience Room – Designing Immersive CX Learning
Joana de Quintanilha and first-time CX Cast guest Richard Sheahan unpack the creation and impact of the Experience Room — an immersive, hands-on learning experience debuted at Forrester's CX Summit EM...Show More