The CX Cast

Phil Bonhard, head of experience design for homes and mortgages at Lloyds Banking Group, joins us for an inside view into the design team at Lloyds.

CX EMEA 2023 was packed with CX leaders who want clarity on how empathy can lead to action. Joana de Quintanilha joins the CX cast to share the insights that resonated most from her CX EMEA keynote, “Spark, Nurture, And Fire Up Empathy To Drive Innovation.” She offers a no-nonsense multi-step approach to build empathy into innovative customer experiences.

We're off this week, but here's a peek into some of our upcoming episodes!

This week we come live from Forrester's CX EMEA conference where we speak to some of the analysts presenting on emerging technology, ChatGPT, Cookieless marketing and more, as well as catch up with one of our keynote speakers, Phil Bonhard of Lloyds Banking Group, and hear what attendees from Shell and Capgemini took away from the event.

What motivates companies to develop accessibility programs? How have they changed since their inception, and what do they look like today? Principal Analyst Gina Bhawalkar drops in to chat about the current state of digital accessibility, including how it varies across industries and affects product development.

Forrester VP and Principal Analyst David Truog brings his expertise in emerging technologies to the CX Cast, discussing the current state of generative AI and its relationship to design.

Jenn Lang, VP Enterprise Customer Experience and Consumer Insights at TD, joins the Cast to talk about CX at TD and their journey towards building a more strategic and holistic view of customer experience.

What makes a CMO right-fit for the role, and effective as an individual? VP and Principal Analyst Shar VanBoskirk returns to the Cast to discuss what makes CMOs strategic and collaborative.

How can companies be truly customer obsessed? And what impact can that have on customer experience, ROI, and beyond? VP and Principal Analyst Shar VanBoskirk joins for a thorough examination into the concept and practice of customer obsession.

How do you provide value to your customers if you can't create it? VP Principal Analyst Maxie Schmidt is back on the cast this week to discuss the meaning of the value network, and how you can leverage this create the best possible experience for your customers.