The CX Cast

The CX Cast's very own co-host, Angelina Gennis, chats with Martin about her research into how to define, assess, and change organizational culture.

How do you optimize CX in a new era of privacy? Forrester Principal Analyst Enza Iannopollo discusses the risks and concerns associated with sharing personal data.

Energy company Avangrid and UX research and design firm Blink return to discuss the role of design in creating quality experiences at Avangrid. Forrester Senior Analyst AJ Joplin guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.

Energy company Avangrid and UX research and design firm Blink give a candid recounting of building the CX function at Avangrid. Forrester Senior Analyst Su Doyle guest hosts, joined by Avangrid’s Head of CX and Digital Transformation, Craig Paterson, and Blink’s Chief Design Officer, Geoff Harrison.

VP and Principal Analyst Thomas Husson and Researcher Melissa Chaudet join this week to share their research into the green consumer, touching on generational differences and the factors that contribute to them.

Forrester analyst Karine Cardona-Smits discusses the untapped potential of optimizing CX for a range of consumer mobility experiences such as ride-share.

Forrester analysts Maxie Schmidt-Subramanian and Pete Jacques explain how to establish an enterprise-wide CX measurement program to track the success of CX activities and demonstrate the ROI of improving CX.

For Forrester's fifth CX Priority, Martin and Principal Analyst Max Ball discuss how companies can gather, analyze, and make voice-of-the-customer data actionable by selecting and implementing the right tools.

For Forrester's fourth CX Priority, VP and Research Director Ian Jacobs and Senior Analyst Sheila Mahoutchian come on the Cast to discuss how to design, evaluate, and monitor experiences that drive customer loyalty.

For Forrester's third CX Priority, VP and Principal Analyst Joana de Quintanilha comes on the Cast to discuss the tools, insights, and metrics you can leverage to drive customer-centric action throughout the entire CX ecosystem.