421: Change Management In CX – Why It Fails And How To Fix It
Martin and Angelina explore the role of change management in CX transformation. Drawing from Angelina’s latest research and Martin’s past experiences, they unpack why CX programs stall and how organizations can better embed change into their operations. The conversation covers emotional engagement, leadership, AI, and practical strategies for driving lasting change.
--------
29:45
--------
29:45
Replay: Volkswagen Group Australia Connects EX To CX
In 2019, former CX Cast co-hosts Sam Stern and Jenny Wise brought Jason Bradshaw, then Chief Customer Officer at Volkswagen Group Australia, to discuss customer and employee experiences. As Angelina notes in the introduction, Jason shares a brief autobiography that highlights where his passion for service began. The interview explores the connection between exceptional employee and customer experiences, emphasizing genuinely caring for both groups is essential to achieve business returns from CX improvements.
--------
32:55
--------
32:55
420: CX Stakeholder Management
Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively. Su shares valuable insights on creating stakeholder personas and aligning metrics to drive collaboration and success.
--------
18:33
--------
18:33
419: Rethinking Mobility Through Customer Experience
In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems — from EVs to mass transit — can be reimagined through a customer-centric lens. Joined by VP principal analyst Paul Miller and CX researcher Hannah Jachim, the conversation challenges traditional tech-centric narratives and emphasizes the importance of understanding real human needs in mobility design.
--------
31:31
--------
31:31
418: How Accurate Marketing Management Improves Customer Experience
How can marketing work with CX to improve customer experience? This week, Angelina sits down with senior analyst Brad Haag to dive into the world of marketing measurement and analytics. Brad shares how to accurately measure the impact of marketing efforts, the evolution of marketing mix modeling, and the role of data science in modern marketing strategies.
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.
Colombia