Advertise on podcast: The CX Cast

Uncertainty is no longer an exception. It is the operating environment. In this episode of CX Cast, Angelina Gennis and Martin Gill unpack why volatility, geopolitical risk, and rapid change are overwhelming CX teams, and explore what resilient leaders do differently. We connect macro‑level uncertainty to practical leadership choices CX executives must make now, and drawing on recent CX predictions, executive data, and real client examples, to explain: Why resilience is built through outcomes, not tools Why over‑reliance on methodologies can make teams brittle How decision rights and trust accelerate response in a crisis What it really means to make “change business as usual” This episode is essential listening for CX, EX, and transformation leaders navigating AI investment, economic pressure, and constant disruption.

Growth makes coordination of customer problems harder - whatever your product. If your product is physical, the journey is daily, and customers are forming new habits, the "coordination tax" can erode both customer and employee experiences. In this episode, CX Cast co-host Angelina Gennis speaks with Cassidy Grace, CX Manager at Ridepanda about what it takes to scale CX in a B2B2C model without losing warmth, clarity, or trust. Casidy explains why CX is where "strategy meets human messiness" and they both react to data provided by Front on coordination tax. Key takeaways include: Where to intentionally invest human time in customer experiences to reduce friction later How measuring coordination - not just tickets - unlocks better CX decisions How to avoid scaling inefficiency as you navigate growth in complex, cross-functional environments.

What if CX leaders could stop guessing what stakeholders want and instead ask a single structured prompt: “If you knew __ about customers, what would you do?” In this episode, we dig into the benefits of asking this question with Senior Analyst Colleen Fazio.

AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM platforms, not branded sites — and they trust these tools enough to ask sophisticated, advice level questions. Solo host Martin Gill speaks with principal analyst Aurelie L’Hostis to break down this shift and what leaders must do now. Aurelie shares new data on how consumers use third‑party AI assistants for banking queries, why trust is shifting, and how AI‑powered search is reducing human traffic to brand websites. She also outlines the coming rise of agent‑to‑agent interactions and the backstage capabilities that banks must develop before conversational banking can scale.

Many CX leaders look at their org chart and wonder: Is this career path dead end or a launchpad? Co-hosts Martin Gill and Angelina Gennis sit down with Tina Lilje, former Head of Global Customer Experience at Philips Healthcare, to unpack what a sustainable, upward career in customer experience (CX) really looks like. We explore how to: Use a CX leadership role as a springboard into broader business leadership. Read job descriptions, org charts, budgets, and KPIs to spot which organizations are serious about CX – and which are doing “CX by rebranding.” Translate CX capabilities into transferable skills that HR, CFOs, and CEOs actually understand. Navigate metrics obsession so CX measurement, surveys, and NPS support your career instead of trapping you in metrics myopia. Stay credible on AI in CX without losing sight of the human experiences that still differentiate brands. Tina also shares practical advice for day‑one CX leaders: how to listen, build allies, and anchor every conversation in business outcomes, not tools or jargon.

CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions, and communication that connects CX work to business outcomes. Angelina Gennis talks with Principal Analyst, Judy Weader and VP, Principal Analyst, Katy Tynan, about how leaders at every level build influence and move organizations toward customer‑focused change. They cover: How the Three C’s of curiosity, courage, and communication show up in effective CX leadership. Why CX leaders must translate customer experience (CX) into business language that resonates with CFOs and executive sponsors. How leadership expectations shift from individual contributor to manager to executive. Why storytelling, vision setting, and strategic alignment remain the most underdeveloped leadership skills on CX teams. How mentorship, self‑assessment, and structured development accelerate a leader’s growth. This episode is essential for anyone looking to elevate their leadership impact and build credibility with senior stakeholders.

A well-designed loyalty program can encourage customer behaviors that unlock shared value. Oil and gas player Emirates National Oil Company (ENOC) has a range of downstream retail offerings, from convenience stores to registration service providers. Suryaveer Singh, head of loyalty CRM and data, describes how he used ENOC's broad ecosystem to create a unique value proposition for customers.

CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Martin Gill and Angelina Gennis speak with Tim van den Boomen, an interaction designer who creates escape rooms and immersive learning environments for brands. Tim shows how game mechanics, player archetypes, and simple physical props can transform low‑engagement CX moments into high‑impact experiences. Listeners will learn: How “explorers”, “achievers”, “socialisers”, and “killers” shape engagement — and how to design for all four. How to create a “magic circle” that shifts people out of meeting mode and into active participation. How to use props, constraints, time limits, and physicality to build memorable CX learning. How to apply experience‑room techniques to culture change, strategy rollout, and journey education. How to deliver impact even with limited budget, space, or resources.

Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experiences build trust, why personalization matters more than ever, how to avoid common pitfalls in hybrid formats, and what makes a standout CX event in 2026. He also previews exciting changes coming to Forrester’s CX events portfolio and offers practical advice for anyone planning to attend their first big in‑person gathering.

Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks. Featuring Jorissa Neutelings, Chief Digital Officer, ABN AMRO Show Notes Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks. We discuss: What a liquid company is and how it enables ABN AMRO to meet customers where their needs begin How three pillars of digital strategy allow ABN AMRO to architect journeys based on customer behavior The role of intentional friction in building trust The era of serving the "lazy customer"

Principal Analysts Su Doyle and Shari Srebnick join Angelina to explore the differences and overlaps between Customer Success (CS) and Customer Experience (CX) teams. The conversation delves into CX and CS teams' primary goals, metrics, and the importance of collaboration in driving growth and retention. Featuring Su Doyle, Forrester Principal Analyst Shari Srebnik, Forrester Principal Analyst covering B2B Customer Success Show Notes For more information, take a look at Su's report: B2B CX For Customer Loyalty: A Guide | Forrester And Shari's report: To Remain Relevant, Customer Success Requires A Bold Ne... | Forrester

Co-hosts Martin Gill and Angelina Gennis reflect on the past year of CX Cast episodes, including coverage of evolving themes like AI and insights-rich interviews with over 20 external guests. But 2026 will be bigger, with new live events and ever-expanding research coverage. What's a gaming expert got to enhance your roadshows? Why's Martin heading to Amsterdam? Find out - and then hit subscribe to catch every episode of 2026!

Tzachi Ben-Sasson, Head of Global Voice of the Customer at Amdocs, and VP principal analyst Maxie Schmidt join Angelina to discuss the evolution of Amdocs and its approach to customer engagement through its voice-of-the-customer program. Tzachi shares insights on how Amdocs transitioned from a monopoly mindset to a customer-centric approach, emphasizing the importance of understanding customer feedback and its impact on revenue.

Charles Sustaita, Director of Customer Support at Coastline Academy, joins Angelina and Martin to discuss the imperative for AI leaders to fully embrace AI as a transformative technology for business efficiency and connectivity. The discussion highlights the importance of analytics, translation, and the concept of agentic work in leveraging AI for enhanced performance.

Angelina is joined by VP, principal analyst Maxie Schmidt to dive deep into the phenomenon of metrics obsession in organizations, exploring why it happens, its symptoms, and how CX leaders can move from dysfunctional measurement practices to a culture of measurement mastery. Drawing on their keynote experiences and research, they discuss the impact of metrics on employee experience, organizational culture, and customer outcomes.