エピソード

  • 455: Closing the Digital Experience Gap: From Channels to Customer Moments

    455: Closing the Digital Experience Gap: From Channels to Customer Moments
    2026/07/09
    Great CX starts outside-in. If customers aren’t using what you built, the problem isn’t them. Host Martin Gill speaks with Tom Mouhsian, Principal Analyst at Forrester, about why, even after years of investment, digital experiences still fail. The issue isn’t channels or technology. It’s a persistent gap between how customers want to get things done and how organizations force them to do it. Tom introduces the Digital Moments Map and Digital Connections Tracker—two frameworks that reframe CX around customer goals, interaction modes, and real-world behavior. We discuss: Why thinking in channels is outdated and what to replace it with The four “moment types” that define all digital behaviour (control, consumption, communication, commerce) How interaction modes (voice, chat, GUI, XR) shape effort and adoption How to identify the gap between current usage and customer preference What device, channel, and platform complexity means for CX design Tom shares real-world examples to show how even “successful” digital transformation can increase cost and friction when misaligned with customer needs.
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    30 分
  • 456: Why You Need A Journey Decision System

    456: Why You Need A Journey Decision System
    2026/07/15
    Most organizations have journey maps, dashboards, and customer insight. Many struggle to turn them into meaningful decisions. In this CX Cast episode, learn how to bridge the gap.
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    30 分
  • 459: Why Inclusive Design Improves Customer Experience For Everyone

    459: Why Inclusive Design Improves Customer Experience For Everyone
    2026/08/07
    Most organizations still design for an "average" customer. The problem? There is no average customer. In this episode, producer Hannah Jachim, who in her day-job is a Forrester Researcher, joins Angelina Gennis and Martin Gill to explore the report she recently published exploring inclusive design in the automotive industry. Our discussion reveals how designing for people with different abilities, needs, and circumstances unlocks better experiences for everyone. From the origins of cruise control to the challenges of autonomous vehicles, Hannah explains why accessibility should be treated as a driver of innovation rather than a compliance exercise. The conversation also explores how assumptions about drivers, passengers, age, ability, and technology continue to shape customer experiences across industries. We cover: Why inclusive design often produces better products for all customers. What is the "curb cut effect" and what business leaders can learn from it. How automotive design highlights broader customer experience (CX) challenges. How organizations can embed inclusion early instead of retrofitting accessibility later. Why the entire customer journey matters, not just the product itself. Whether you're focused on customer experience, service design, accessibility, journey mapping, or product strategy, the lessons extend far beyond automotive.
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    28 分
  • 461: Practitioner Stories: How Michelle Samuel Built Momentum in Her First Year at Nationwide

    461: Practitioner Stories: How Michelle Samuel Built Momentum in Her First Year at Nationwide
    2026/08/20
    Many organizations collect customer feedback. Far fewer consistently turn it into action and measurable business results. Angelina Gennis speaks with Michelle Samuel, Chief Customer Officer at Nationwide, about building a customer-driven operating model inside a 100-year-old mutual company. Michelle shares how her first 90 days focused on listening, alignment, and capability assessment, and how those insights led to a simple but scalable CX framework: Listen. Act. Monitor. They cover: How to move from customer-focused activity to customer-driven impact How to prioritize journeys that create the greatest customer and business value The role of associate empowerment in delivering exceptional customer experience (CX) Lessons from scaling CX across both B2C and partner-led business models How to connect CX measurement to loyalty, retention, and growth outcomes
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    23 分
  • 464: Change CX Culture By Asking Better Questions

    464: Change CX Culture By Asking Better Questions
    2026/09/10
    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
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    20 分
  • 465: Journey Mapping Essentials: Seven Steps To Effective Journey Mapping

    465: Journey Mapping Essentials: Seven Steps To Effective Journey Mapping
    2026/09/17
    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.
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    31 分
  • 466: Journey Mapping Essentials: Why Every Organization Needs A Journey Atlas

    466: Journey Mapping Essentials: Why Every Organization Needs A Journey Atlas
    2026/09/24
    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.
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    25 分
  • 469: Journey Mapping Essentials: The Journey-Centricity Roadmap

    469: Journey Mapping Essentials: The Journey-Centricity Roadmap
    2026/10/15
    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.
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    22 分