How should CX professionals use generative AI? Forrester VP, Principal Analyst Martha Bennett joins for a follow-up discussion to chat about the evolution and current state of genAI, busting myths and addressing real-world CX applications.

Guerilla CX is “swift, creative, and often low-cost tactics that make the most of rightsized data and foster experimentation and learning to create memorable moments that act as a catalyst for CX and EX transformation.” VP, Principal Analyst Joana de Quintanilha returns to explain why guerilla CX tactics need to be in every CX practitioner’s back pocket, as well as how deploying these tactics might lead to big impact on CX and internal customer-focused culture.

Since 2018, Nissan has been on a path to transform its legacy systems and operating model to make customer journeys the center of value creation and create a best-in-class integrated customer journey. Jivesh Juneja, Customer Journey Director at Nissan, joins the CX Cast to discuss Nissan’s journey from embracing customer journey mapping to scaling out journey management and adopting a journey-centric operating model.

Forrester identifies the firms that are helping businesses diagnose customer problems, develop a plan to solve those issues, and build the infrastructure needed to execute a CX transformation. That effort is led by Principal Analyst Judy Weader, who joins us to unpack her recent evaluation of the CX strategy consulting services market.

In her recent evaluation of CX strategy consulting services providers, Forrester Principal Analyst Judy Weader identified the most significant ones and researched, analyzed, and scored them. Judy joins us to unpick the CX strategy consulting services market.

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.