The CX Cast
The CX Cast

The CX Cast

Forrester

Overview
Episodes

Details

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

Recent Episodes

430: How To Select A Journey Management Platform
NOV 25, 2025
430: How To Select A Journey Management Platform
Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanilla joins Martin Gill to talk all things CJM. We shifted the category name this time round from “journey mapping” to “journey management,” which reflects some tangible trends we’ve been seeing in the market.
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28 MIN
429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI
NOV 18, 2025
429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI
This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forrester’s Izola AI chatbot. Doug shares the organizational mindset, executive commitment, and rapid development cycles that helped Forrester bring a generative AI solution to market ahead of other research organizations. Doug shares candid insights on balancing speed with accuracy, the importance of grounding AI responses in trusted research, and the ongoing challenges of collaboration and client engagement.
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37 MIN
428: Just Another Number? Introducing Forrester’s Total Experience Score
NOV 11, 2025
428: Just Another Number? Introducing Forrester’s Total Experience Score
This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score — a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT) are no longer sufficient, and how the Total Experience Score provides a more nuanced, actionable view of your brand.
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29 MIN
427: Volatility, Responsible AI, And Trust
NOV 4, 2025
427: Volatility, Responsible AI, And Trust
Martin and Angelina welcome back VP Principal Analyst Enza Iannopollo to discuss the evolving nature of trust in CX — especially in the context of global volatility and the rise of AI. The conversation covers Forrester’s latest research on trust, actionable strategies for organizations, and real-world examples of responsible AI.
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28 MIN
425: Beyond Demographics – Transforming CX With Computer Vision, NLP, And Biometrics
OCT 22, 2025
425: Beyond Demographics – Transforming CX With Computer Vision, NLP, And Biometrics
Brendan Witcher, VP principal analyst, joins Angelina and Martin to discuss the evolving role of AI and data in CX. Brendan shares insights focusing on three key innovations: computer vision, natural language processing, and biometrics. The conversation explores how these technologies are shaping CX strategies, driving business outcomes, and redefining what it means to understand customer intent.
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33 MIN