The CX Cast

CX Summit EMEA brought CX, digital and marketing leaders together to challenge them to build the experience AI can't. We focused on earning trust, aligning teams, and turning experience strategy into something that actually operates at scale. We added an employee lens to our Total Experience framework to draw a clearer line between employee experience (EX), brand perception, and customer outcomes, and we leant into trust, empathy and the human foundations of AI. We sent producer Hannah out onto the conference floor with a microphone to find out what the attendees thought. Featuring multiple attendees: Mickael Subileau & Nicolo Broccati, Jungheinrich Service & Parts Adam Kaye, Sonata Software James O'Connor, AmplifyXM Krishneel Naidu, Infineon Technologies Richard Prochazka, TheyDo Tina Lilje, Xenadi GmBH Adelita Artero, Netigate Deutschland

Enterprise CX transformation rarely starts with journey maps or dashboards. It starts with fixing real problems fast. In this episode of CX Cast, Angelina Gennis and Martin Gill speak with Amory Somers‑Vine, Customer Experience Director at Expereo, about leading customer‑centric change during a major B2B business model shift—from wholesale network services to enterprise partnerships. Amory shares how Expereo: Prioritised CX improvements based on live customer issues, not theory Built a customer health model from frontline insight before formal metrics Used behaviour‑led culture change to win hearts, not just compliance Linked customer experience (CX) directly to employee experience (EX) and growth Scaled trust and partnership in a highly technical, high‑risk B2B environment This conversation is a practical playbook for CX leaders operating in complex B2B services, infrastructure, or technology‑heavy environments navigating transformation under pressure. Amory Somers‑Vine is Customer Experience Director at Expereo, a managed network service provider supporting global enterprises. She leads CX strategy, culture, and customer health across the organisation.

AI makes it easy to generate ideas. The hard part is deciding which ones deserve investment. In this episode of CX Cast, Forrester Principal Analyst Manuel Geitz joins Angelina and Martin to unpack how AI is fundamentally reshaping the innovation lifecycle from ideation to commercialization. Manuel explains why AI’s real advantage isn’t speed or scale, but decision quality. As innovation becomes continuous and data‑orchestrated, leaders must shift focus from producing more ideas to killing the wrong ones faster. We talk about: Why AI turns innovation into an always‑on system, not a stage‑gate process How better questions matter more than better models Where CX skills like experimentation and hypothesis testing already give teams an edge The limits of AI‑driven innovation — and where human judgement still wins How to avoid innovation fatigue for customers This conversation explains how to reframe AI in CX innovation as a discipline, not a shortcut, and makes the case for CX leaders as essential partners in deciding what actually creates customer value.

In this episode, hear how hosts Angelina Gennis and Martin Gill use Forrester's research to design immersive, game‑based experiences for our CX Forums that move leaders from theory to action.

AI isn't killing design — but it is reshaping workflows, roles, and expectations. Principal Analyst Gina Bhawalkar joins the CX Cast to discuss her findings from interviews with design leaders.

Customer complaints are not noise. They are high‑fidelity signals of broken expectations, rising risk, and lost value. In this episode of CX Cast, Principal Analyst Riccardo Pasto joins Martin Gill to reframe how leaders should re-think about complaints from a compliance burden to a strategic CX asset. The conversation breaks down why low complaint volumes can be a warning sign, how complaint costs quietly multiply across churn, brand damage, and employee burnout, and what it really takes to turn complaint data into action across silos. We cover: Why complaints signal customer trust, not failure How to identify the true direct and indirect cost of poor complaint handling How broken ownership and siloed metrics block resolution How to use the "Four Rs" of complaint management value: Repair relationships. Redesign experiences. Reshape culture. Regulate risk. Where CX, service, compliance, and product teams must align to fix root causes

CX leaders are at an inflection point. AI can now do much of the work CX teams once defined themselves by, such as journey mapping, insight synthesis, and analysis. That creates an existential threat. Or a breakthrough moment. In this episode, Angelina Gennis and Martin Gill are joined by ex-Forresterite Kerry Bodine, co‑author of Outside In, to explore how CX leaders can move from defense to reinvention in the age of AI. We cover a range of pop culture influences, from Terminator‑level anxiety about the coming AI apocalypse to our "Avengers Assemble" moment, which uncovers how the diversity of CX leaders' backgrounds, roles, approaches, and definitions is a feature — not a bug. However, to apply this advantage, teams must stop hiding in echo chambers and start speaking the language of executives: risk, outcomes, and organizational impact.

Many CX teams say they are journey‑led. Fewer can prove the value of those journeys. In this episode, Angelina Gennis and Martin Gill speak with Maxie Schmidt, VP and Principal Analyst at Forrester, about how to reboot journey measurement so it drives decisions, rather than populates dashboards.  We examine how to move beyond end‑of‑journey surveys and NPS to focus on measuring what actually matters: value for the customer and value for the business. We cover: Why end‑of‑journey surveys are lagging and often misleading The three levels of CX measurement: relationship, journey, and touchpoint How to define journey value using strength and stability The difference between success metrics and signal metrics How to design metrics around journey goals, not default scores Where benchmarking helps — and where it distracts

Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. But to lock in and sustain these benefits, you need to systematize your design measurement practice. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: How do you approach building and establishing design measurement into your design process? Click the titles below for more on this topic: * Link coming soon: Measuring Design’s Impact: Establish, Extend, And Elevate Your Approach * How To Scale Your Design Organization