Free Daily Podcast Summary
The CX Cast: Daily Summaries Delivered
by Forrester
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.
Latest Episodes
The most recent episodes — sign up to get AI-powered summaries of each one.
- 3 weeks ago
470: Practitioner Stories: AI-Driven Customer Self-Service with Ancestry and AppFolio
Angelina Gennis and Max Ball speak with Joe Wang of Ancestry and Guneet Singh of AppFolio about what it takes to move conversational AI into production—grounding deployment in customer experience, organizational readiness, and measurable outcomes. Featuring: Joe Wang — Director of Customer and Commnunity Experience at Ancestry Guneet Singh — VP of Customer Experience and Global Operations at AppFolio And guest host Max Ball, Principal Analyst, Forrester Show notes: The next horizon includes more proactive onboarding, stronger voice authentication, and expanded API-enabled capabilities. It also points to an emerging need for CX leaders who combine product thinking, technical fluency, and a strong service culture. Jo Wang, Director of Customer and Community Experience at Ancestry, and Guneet Singh, VP of Customer Experience and Global Operations at AppFolio, are candid about the journey to AI adoption. Their advice: Lead with an experience-first deployment strategy. Start small with pilots and A/B testing before scaling. Prepare knowledge and content, as well as the APIs needed to enable useful actions. Measure customer effort and outcomes rather than relying on deflection alone. Partner early with legal, risk, information security, product, and finance. Support frontline teams through thoughtful change management. Look beyond service efficiency to revenue and retention opportunities. Learn how these CX leaders use the quality of the customer journey, not the technology itself, to guide priorities, deployment choices, and measures of success.
- 4 weeks ago22 min
469: Journey Mapping Essentials: The Journey-Centricity Roadmap
Journey mapping is valuable. Journey centricity is transformative. In this replay, explore how to move beyond individual projects and build a journey-centric operating model that aligns teams around customer goals. Featuring: Joana de Quintanilha, VP, Principal Analyst Show Notes: Journey mapping is valuable. Journey centricity is transformative. In this replay, explore how to move beyond individual projects and build a journey-centric operating model that aligns teams around customer goals. We discuss: What journey centricity is and why it matters. How journey centricity supports customer obsession. The stages organizations progress through on their journey-centricity roadmap. Common challenges, catalysts, and mindset shifts. The evolving role of the CX team in driving change. If you're looking to connect journey mapping, CX strategy, and organizational transformation, this episode provides a practical roadmap for making customer journeys a core part of how your business operates.
- Oct 8, 202628 min
468: Journey Mapping Essentials: Journey Innovation
The best journey programs do more than identify problems. They create opportunities for innovation. In this replay, explore how customer journey insights can spark new ideas, improve experiences, and uncover opportunities for growth. Featuring: Joana de Quintanilha, VP, Principal Analyst Show Notes: The best journey programs do more than identify problems. They create opportunities for innovation. In this replay, explore how customer journey insights can spark new ideas, improve experiences, and uncover opportunities for growth. We discuss: How journey insights fuel innovation. Methods for identifying high-value opportunities. Ways to prioritize experience improvements. Strategies for turning insights into action. Learn how customer journeys can become a catalyst for innovation across the organization.
- Oct 1, 202613 min
467: Journey Mapping Essentials: Supercharging Your Journey Mapping
Creating journey maps is only the beginning. This replay from way back in the archives explores techniques for increasing the value, influence, and outcomes of journey mapping programs. Featuring: Joana de Quintanilha, VP, Principal Analyst Show Notes: Creating journey maps is only the beginning. This replay from way back in the archives explores techniques for increasing the value, influence, and outcomes of journey mapping programs. We discuss: How to strengthen journey insights with additional data. Techniques for improving stakeholder engagement. Ways to connect journey mapping to business outcomes. Approaches for sustaining momentum over time. Perfect for CX leaders looking to move from tactical projects to ongoing journey management.
- Sep 24, 202624 min
466: Journey Mapping Essentials: Why Every Organization Needs A Journey Atlas
Customer journeys rarely exist in isolation. In this replay, explore why leading organizations need a journey atlas to understand how journeys connect, overlap, and influence one another. Featuring: Joana de Quintanilha, VP, Principal Analyst Show Notes: Customer journeys rarely exist in isolation. In this replay, explore why leading organizations need a journey atlas to understand how journeys connect, overlap, and influence one another. We discuss: What a journey atlas is and why it matters. How to create visibility across journeys. Methods for prioritizing CX investments. Ways to improve organizational alignment. Learn how a journey atlas helps transform customer experience efforts from disconnected initiatives into a coordinated strategy.
- Sep 17, 202631 min
465: Journey Mapping Essentials: Seven Steps To Effective Journey Mapping
Many organizations create journey maps. Far fewer use them to drive measurable change. This replay breaks down seven practical steps for creating journey maps that align teams, uncover customer pain points, and support better business decisions. Featuring: Joana de Quintanilha, VP, Principal Analyst Show Notes: Many organizations create journey maps. Far fewer use them to drive measurable change. This replay breaks down seven practical steps for creating journey maps that align teams, uncover customer pain points, and support better business decisions. We discuss: How to structure a successful journey mapping initiative. Common mistakes that limit impact. Ways to connect journey insights to action. Approaches for building stakeholder support. If your organization is investing in CX, journey mapping, or experience transformation, this episode provides a proven foundation.
- Sep 10, 202620 min
464: Change CX Culture By Asking Better Questions
Many CX leaders know culture needs to change before a customer experience (CX) transformation can succeed. The challenge is knowing where to start. In this episode, Angelina Gennis and Martin Gill explore a surprisingly simple approach: using powerful customer-focused questions as organizational rituals. Drawing on real examples from executive workshops and customer-centric organizations, they explain how the right question can expose silos, encourage knowledge sharing, improve accountability, and reinforce customer-focused behaviors. We discuss: Why culture change starts with behavior, not slogans How simple rituals can reshape behavioral norms Questions leaders can use to encourage customer curiosity Ways to uncover accountability gaps and siloed thinking How customer-focused questions create habits that support lasting CX transformation
- Sep 3, 202627 min
463: Distrust In The Age Of AI
In this episode, Martin Gill and Angelina Gennis welcome Enza Iannopollo — VP, principal analyst — to discuss new research on trust, responsible AI, and what businesses must do to earn customer confidence. Drawing on fresh European consumer data, they explore why distrust has become the default response to AI and how organizations can build experiences that customers are willing to trust. The conversation introduces four distinct consumer groups, from AI distrusters to embracers, and explains how different customers evaluate AI-enabled experiences. The discussion also examines the foundations of responsible AI, including transparency, accountability, fairness, privacy, security, reliability, and human oversight.
Get The CX Cast summaries in your inbox
Free AI-powered daily recaps. Key takeaways, quotes, and mentions — in a 5-minute read.
Get Free Summaries →Free forever for up to 3 podcasts. No credit card required.
You Might Also Like
Listeners also like.
HBR IdeaCast
Features leading thinkers in business and management discussing key ideas and trends.
Your Brand Amplified
Explores the strategies and mindsets of successful entrepreneurs in business growth, marketing, and personal branding.
Marketing Happy Hour
Real marketing career advice and strategies from industry pros, with honest conversations on growth, leadership, and balance.
Leading By Example: Executives Making An Impact
Executives share pivotal moments and personal experiences that shaped their leadership and decision-making in real-world business environments.
The Social Impact Solutions Podcast
Practical strategies for measuring and promoting social impact to attract support and drive change.
Everyday AI Podcast – An AI and ChatGPT Podcast
Covers practical uses of AI tools like ChatGPT and Midjourney to help people work more efficiently and advance their careers.
The Uncommon Career: Job Search & Career Coaching for Mid-career Women
Helps mid-career women improve their job search by refining personal branding, communication, and negotiation strategies.
The Room Podcast
Tech founders and funders share behind-the-scenes stories from pivotal moments in their careers.
Solutions with Henry Blodget
Henry Blodget interviews experts in business, tech, and politics about practical solutions for building a better future.
Lenny's Podcast: Product | Career | Growth
Conversations with top product and growth leaders offering practical strategies for building, launching, and scaling successful products.
Terms of Service with Clare Duffy
A journalist explains emerging technologies like AI and social media algorithms in accessible terms and explores their real-world impact.
Data Science With Sam
Data scientists and AI practitioners discuss real tools, deployments, and lessons from working in data science and emerging technology.
About The CX Cast
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.
Customized Recaps
AI-powered recaps with compact key takeaways, quotes, and insights.
Straight to Your Inbox
Get key takeaways from The CX Cast in a 5-minute read.
Save Hours Every Week
Stay current on your favorite podcasts without falling behind.
Frequently Asked Questions
What is Podzilla's The CX Cast daily summary?
It's a free AI-powered email that summarizes new episodes of The CX Cast as soon as they're published. You get the key takeaways, notable quotes, and links & mentions — all in a quick read.
How does the The CX Cast podcast summary work?
When a new episode drops, our AI transcribes and analyzes it, then generates a personalized summary tailored to your interests and profession. It's delivered to your inbox every morning.
Is this an official The CX Cast product?
No. Podzilla is an independent service that summarizes publicly available podcast content. We're not affiliated with or endorsed by Forrester.
Can I get summaries of other podcasts too?
Absolutely! The free plan covers up to 3 podcasts, any in the catalog. Basic raises that to 15, Pro to 40 and Max to 100. Browse our full catalog at /podcasts.
How often does The CX Cast release new episodes?
The CX Cast publishes weekly. Our AI generates a summary within hours of each new episode.
What topics does The CX Cast cover?
The CX Cast covers topics including News, Business. Our AI identifies the specific themes in each episode and highlights what matters most to you.
Start getting The CX Cast summaries tomorrow morning.
Free forever for up to 3 podcasts. No credit card required.
Free forever for up to 3 podcasts. No credit card required.