In this episode of the CX Cast, Forrester Senior Analyst Colleen Fazio shares the findings of her report,  The Forrester Wave™: Customer Feedback Management Solutions, Q4 2024. We talk about the importance of vendor services to help CX leaders leverage increasingly complex platforms, how to think about your organizational readiness, and the promise of GenAI.

In this episode of the CX Cast, Chris Lipman, Chief Customer Officer at E&, returns to discuss the innovative approach E& takes toward CX improvement through their "CX Change Factory." We discuss:  

How does E& identify and prioritize CX issues for resolution? 

What role does the "CX Change Factory" play in improving E&'s CX? 

How does E& measure the impact of the CX improvements on customer satisfaction and business outcomes? 

Listen to the full episode to hear more about “CX Change Factory's” role in improving CX and its impact on customer satisfaction and business results. 

See the Forrester report: Take A Strategic Approach To Prioritizing Customer... | Forrester

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Forrester analysts Arielle Trzcinski and Shannon Germain Farraher team up with host Martin Gill to dive into Forrester’s 2025 healthcare predictions.

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Martin is joined by Forrester VP, Principal Analyst Sucharita Kodali to discuss how Forrester’s 2025 retail predictions came together.

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. This week, Forrester analysts Riccardo Pasto and Colleen Fazio join CX Cast host Martin Gill to discuss how Forrester’s 2025 Government predictions came together, and upcoming challenges to government CX.

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, Forrester Research Directors David Hoffman, Oliwia Berdak, and CX Cast host Martin Gill team up to go over Forrester’s 2025 Financial Services predictions.

Every year, Forrester looks to the future to predict what we think will happen across industries, geographies, and technologies. In this episode, Senior Analyst Christina McAllister and CX Cast host Martin Gill team up to explain how Forrester’s 2025 CX predictions came together.

Martin and Angelina reflect on CX Cast successes in 2024 and give a glimpse into the exciting lineup for 2025.

Philips Healthcare is at the forefront of a dynamic market. Telemedicine, the lasting impact of the pandemic, the aging population, consumer access to healthcare data, and other factors are challenging old business models. Tina Lilje, Global Head of CX at Phillips Healthcare joins us to share how she and her team are embracing AI to enhance CX.

Ben Phillips, Head of Fujitsu Europe’s Customer Experience Performance Center, joins the CX Cast to share how Fujitsu Europe has scaled its CX program in a complex, account-driven B2B services organization.