Best Amdocs Podcasts (2025)

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433: Practitioner Stories: From Monopoly Mindset To Customer Centricity At Amdocs 35:36

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1h ago35:36

35:36

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, emphas…

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432: Practitioner Stories: Coastline Academy Transforms Customer Support From Firefighters To Architects 23:45

5h ago23:45

23:45

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 …

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431: Metrics Obsession – Fixing Dysfunctional CX Measurement 37:45

7d ago37:45

37:45

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…

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430: How To Select A Journey Management Platform 28:24

18d ago28:24

28:24

Hot off the back of the recent publication of Forrester’s Customer Journey Management (CJM) Wave™, VP, principal analyst Joana de Quintanilla joins Martin Gill to talk all things CJM. We shifted the category name this time round from “journey mapping” to “journey management,” which reflects some tangible trends we’ve been seeing in the market.…

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429: Practitioner Stories: Balancing Innovation And Trust With Forrester’s Izola AI 37:52

23d ago37:52

37:52

This week, Doug Washburn — Forrester's VP of product management — joins Angelina and Martin for a deep dive into how he helped launch Forrester’s Izola AI chatbot. Doug shares the organizational mindset, executive commitment, and rapid development cycles that helped Forrester bring a generative AI solution to market ahead of other research organiza…

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428: Just Another Number? Introducing Forrester’s Total Experience Score 29:11

1M ago29:11

29:11

This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score — a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT) are no longer sufficient, and how the Total Experi…

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427: Volatility, Responsible AI, And Trust 28:49

2M ago28:49

28:49

Martin and Angelina welcome back VP Principal Analyst Enza Iannopollo to discuss the evolving nature of trust in CX — especially in the context of global volatility and the rise of AI. The conversation covers Forrester’s latest research on trust, actionable strategies for organizations, and real-world examples of responsible AI.…

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425: Beyond Demographics – Transforming CX With Computer Vision, NLP, And Biometrics 33:41

2M ago33:41

33:41

Brendan Witcher, VP principal analyst, joins Angelina and Martin to discuss the evolving role of AI and data in CX. Brendan shares insights focusing on three key innovations: computer vision, natural language processing, and biometrics. The conversation explores how these technologies are shaping CX strategies, driving business outcomes, and redefi…

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424: Live At CX Summit APAC, 2025 40:52

2M ago40:52

40:52

This week, host Martin Gill travels down under to Forrester’s CX Summit APAC in Sydney. Tune in to hear a series of quickfire discussions with Forrester analysts and CX industry attendees on topics affecting CX across Australia and the APAC region.By Forrester

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423: Culture Change — Messy, Meaningful, And Human 34:35

2M ago34:35

34:35

By Forrester

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422: Educating Future CX Pros 23:14

3M ago23:14

23:14

Martin is joined by Debra Eddy, guest lecturer at University College London (UCL), to discuss how universities are preparing the next generation of CX leaders. Debra shares her journey from fast-moving consumer goods marketing to academia, and how UCL builds real-world skills and employability for students while adapting to changes brought by AI.…

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421: Change Management In CX – Why It Fails And How To Fix It 29:45

3M ago29:45

29:45

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 drivi…

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Replay: Volkswagen Group Australia Connects EX To CX 32:55

3M ago32:55

32:55

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 connectio…

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420: CX Stakeholder Management 18:33

3M ago18:33

18:33

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.…

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419: Rethinking Mobility Through Customer Experience 31:31

4M ago31:31

31:31

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…

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418: How Accurate Marketing Management Improves Customer Experience 19:48

4M ago19:48

19:48

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 str…

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417: Practitioner Stories: Scaling Journey Management At Grundfos 26:21

4M ago26:21

26:21

Cecilie Kobbelgaard was tasked with driving journey orchestration at Grundfos. But the Global Customer Journey Manager recognized that the organization needed the basics first. So, she led the development of a customer journey mapping “cookbook”, turned the cookbook into skills, built a journey atlas, and standardized the approach so different busi…

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416: Can Employees Keep Up With Customers’ Tech Expectations? 26:37

4M ago26:37

26:37

As customers' expectations shift due to their adoption of new technologies, organizations need to adapt. TCQ, Forrester’s Technology Change Quotient, measures the readiness of employees, teams, and organizations to adapt to technology in a way that drives productivity, creativity, and inventiveness. J. P. Gownder, VP, Principal Analyst joins us to …

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415: Journey Innovation 28:34

5M ago28:34

28:34

Angelina Gennis and Martin Gill sit down with Joana de Quintanilha, VP and principal analyst, to explore how companies can go beyond fixing broken experiences and cocreate breakthrough value with customers. Joana highlights actionable strategies and creative techniques, as well as how to strike the balance between data-driven insights and imaginati…

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CX Cast Replay: Amex Takes VoC To The Next Level 20:12

5M ago20:12

20:12

Originally episode 283, this recording focuses on how American Express evolved their VoC program.Show Notes:Originally episode 283, this recording focuses on how American Express evolved their VoC program. Luis Angel-Lalanne, VP of Customer Voice at Amex, shares his organization’s journey from survey fundamentals to a robust feedback program that c…

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“The Human Core of Disruption” with Manisha Pathak, Yael Shur, Michael MacDade and Anjali Mahajan 17:06

5M ago17:06

17:06

What does it really take to lead through disruption and stay human along the way? In this finale episode of Guided Disruption in the Workplace, the full host team reflects on a season full of insights, innovation, and bold ideas. From AI ecosystems to skills-first organizations, and from Gen Z to Boomers, the message is clear: disruption is most po…

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#52 THE LIFE OF A HOLLYWOOD EDITOR 35:34

5M ago35:34

35:34

This episode features Katelyn Wright, our first guest who professionally works in post production. She has worked on a wide variety of projects from big Hollywood blockbusters (Aquaman and the Lost Kingdom) to small budget Indie films. She joined Indieknot to help edit our short Tendon, currently in the festival run. Hear Katy talk about what it re…

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413: Inside The Experience Room – Designing Immersive CX Learning 29:14

5M ago29:14

29:14

Joana de Quintanilha and first-time CX Cast guest Richard Sheahan unpack the creation and impact of the Experience Room — an immersive, hands-on learning experience debuted at Forrester's CX Summit EMEA 2025. Created to be fast-paced, emotionally engaging, and highly collaborative, the Experience Room offered participants — working together as a ba…

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“Leading with hope” with Yael Shur and Dr. Tomer Bakalash 23:19

5M ago23:19

23:19

Hope. It's not the first word that comes to mind when we talk about leadership in times of uncertainty, but maybe it should be. In this episode of Guided Disruption in the Workplace, Yael Shur welcomes social psychologist and neuromarketing expert Dr. Tomer Bakalash to unpack the role of hope in modern leadership. With decades of experience helping…

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412: Live At CX Summit NA, 2025 20:29

5M ago20:29

20:29

We come to you live this week from Forrester’s annual CX Summit NA conference in Nashville! This year, Forrester unveiled its new Total Experience Score framework, a new measurement that connects brand and CX to deliver a more comprehensive picture of where brands stand. We spoke to some Forrester analysts at the event to discuss the research they …

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#51 WHAT IT TAKES TO BE AN ENTERTAINER WITH 11harro11 35:26

5M ago35:26

35:26

Our episode this week highlights music perfomer 11harro11. We focus on Harro's musical upbringing and his transormation in becoming the entertainer he is today. We also talk about Harro's lead role in Indieknot's latest short, Tendon, as well as how Harro has created his brand through live preformance and social influence. Tendon Trailer: https://w…

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411: Harley Manning’s Five Universal Truths of CX 33:20

5M ago33:20

33:20

Harley Manning, longtime Forrester analyst and author of the seminal book on CX, "Outside In," takes a break from retirement to discuss the evolution of CX over the past decade. Harley dives into the foundational principles of CX, the importance of emotion in creating customer loyalty, and how CX efforts must tie into business results. Harley also …

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410: Practitioner Stories: Zurich Insurance Transforms CX With AI 29:45

6M ago29:45

29:45

Conny Kalcher, Group Chief Customer Officer of Zurich Insurance, discusses the transformative role of AI in customer experience with us. Conny shares insights into Zurich's journey towards becoming more customer-focused, emphasizing the importance of empathy, transparency, and reliability in AI applications. From speeding up claims processing to en…

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409: Live At CX Summit EMEA, 2025 24:01

6M ago24:01

24:01

We come to you live this week from Forrester’s annual CX Summit EMEA conference in London, England. This year's summit is all about the gap between brand and customer experience and between strategy and execution with a dive deep into metrics and journeys. We capture some attendee and speaker voices discussing the research shared during the event.F…

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#50 SMOSH, NEW MEDIA, TRAVEL PRODUCING 35:19

6M ago35:19

35:19

Is Hollywood officially dead? With beginnings in theater and improv, Garrett Palm (producer, writer, director) shares with us how he's navigated a career in the ever-changing landscape of digital media. All while doing so with a "yes, and" attitude! Working with online heavyweights like Smosh and Drop Out, we dive deep on what it's like to work thi…

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408: Practitioner Stories: The Epic Transformation Of Frontier Communications 21:00

6M ago21:00

21:00

Frontier Communications emerged from bankruptcy in 2021. That bankrupcy was the result of a broken customer experience sitting on terribly broken and outdated systems. It's new CEO launched four priorities to refocus the organization: Build fiber, sell fiber, improve customer service, become operationally efficient. Frontier's Chief Customer Operat…

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407: Why People Buy 24:46

6M ago24:46

24:46

Angelina and Martin are joined by returning guests Maxie Schmidt and Dipanjan Chatterjee to explore the fascinating psychology and data behind consumer purchasing decisions. Drawing from their latest Forrester research, we unpack why people say they buy versus why they actually do—and how brands can use this knowledge to better serve their customer…

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CX Cast Replay: Paying Employees For CX Is A Bad Idea 18:13

7M ago18:13

18:13

Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX.Show Notes:Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. VP, Principal Analyst Maxie Schmidt and former CX Cast host Sam Stern dive into how incentivizing better CX scores encourages unintended behaviors…

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Bridging the Gap: Navigating Generational Dynamics in the Workplace with Clint Runge, CEO & Founder of Archrival 23:12

7M ago23:12

23:12

Five generations. One workplace. Endless opportunities—and plenty of friction. In this episode of Guided Disruption in the Workplace, host Manisha Pathak is joined by Clint Runge, CEO & Founder of Archrival, to explore the powerful potential of multi-generational teams. Clint, a seasoned strategist on generational behavior, shares how organizations…

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406: Is AI Revolutionizing The Contact Center? 19:27

7M ago19:27

19:27

This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI still has far to go. We also touch on the challenges faced by human agents and the confusion around terminology like "agentic" and "agents."…

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#49 A $500 PIRATE SHIP IN OUR GARAGE - HAVEN'T MADE IT YET PODCAST 36:51

7M ago36:51

36:51

Days after the shoot, with the candle wax still hot, we took the opportunity to record this episode in the pirate set we built for Edgar's project KEEL HAUL. Edgar Cortés Campoy is a filmmaker from Mexico City whose projects seem to have an emphasis on immersive set design. We discuss what draws Edgar to a project, how he creates immersive dialogue…

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The Future of Work: Skills First with Sachit Kamat, Chief Product Officer at eightfold.ai 24:29

7M ago24:29

24:29

Is the traditional job role becoming a thing of the past? In this forward-looking episode, host Yael Shur, joined by co-host Asaf Jackoby, welcomes Sachit Kamat, Chief Product Officer at Eightfold.ai, to unpack the bold move toward skills-based organizations. Together, they explore how organizations are shifting focus from rigid roles to dynamic sk…

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405: High-Tech Industry CX Strategies 21:15

7M ago21:15

21:15

High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator — if implemented effectively. Principal Analyst Su Doyle joins us to share practical CX strategies tailored for high-tech firms, emphasizing the importance of aligning CX with business objectives, leveraging customer…

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404: No More Excuses: Practice Customer Obsession The Right Way 25:40

7M ago25:40

25:40

All those reasons why customer obsession is too hard don’t matter. Customer experience wins business. VP, Principal Analyst Shar VanBoskirk explains how customer obsession is not just a goal, but a continuous practice that can lead to significant improvements in customer experience and business efficiency. She shares real world examples, challenges…

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#48 COMMERCIAL PHOTOGRAPHY, AMDOCS & A HEATED DEBATE - HAVEN'T MADE IT YET PODCAST 35:19

7M ago35:19

35:19

For this episode, Dakota Kappen joins us to discuss his career path as a commercial automotive photographer. Dakota was also involved in our short doc, PAISANO OVERHANG, which is currently in its festival run. Most recently, it screened at the Oscar-qualifying AmDocs festival in Palm Springs. Dakota and Jannik report on the experience. The episode …

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403: Where Should Your CX Function Sit? 24:23

8M ago24:23

24:23

Does a CX team’s position in the organization affect its influence? Principal Analyst Judy Weader shares insights from recent survey data and qualitative research, revealing that there isn't a one-size-fits-all answer. The placement of CX teams varies widely across different companies and industries, but organizational dynamics go beyond the org ch…

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Amdocs Group President Anthony Goonetilleke 43:15

8M ago43:15

43:15

The rapid evolution of technology excites Anthony, especially in AI. User preferences are shifting towards more human-like AI interactions. Empathy in AI is crucial for better customer service experiences. The partnership between Amdocs and NVIDIA emphasizes the importance of software efficiency Software and hardware advancements must progress in p…

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402: Develop Your CX Leadership 29:11

8M ago29:11

29:11

You don’t just manage, you lead. Managing the details of CX – execution, measurement, strategy – is crucial, but for you to truly succeed, you must lead your people to become customer-obsessed, empowered workers who understand and care about your customer’s outcomes.By Forrester

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The Power of AI Partnerships with Mike MacDade and Lilac Ilan 21:09

8M ago21:09

21:09

As Generative AI redefines industries, strong partnerships have never been more critical. In this episode, host Mike MacDade, Head of Operations at Amdocs Strategy and Technology, is joined by Lilac Ilan, Head of Global Telco, AI-Powered Operations at NVIDIA, to explore the unique dynamics of AI partnerships and ecosystem building in the Gen AI era…

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401: How To Drive Growth By Aligning Your Brand Promise With CX 24:46

8M ago24:46

24:46

Why should CX professionals care about brand experience (BX)? Forrester VP, Principal Analysts Dipanjan Chatterjee and Thomas Husson join the podcast to discuss the challenges organizations face in delivering a total experience and shed light on how BX can help drive growth.By Forrester

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400: The CX Culture Change Blueprint 34:35

8M ago34:35

34:35

CX transformation requires leaders to determine the specific employee behaviors that drive customer loyalty and shape the conditions that enable them to activate the entire workforce to demonstrate customer focus. In this episode, Angelina introduces a blueprint consisting of three key steps: 1) describing current and ideal culture; 2) assessing th…

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399: Build Your EX-To-CX Strategy Now 29:07

9M ago29:07

29:07

Employee feedback is part of a virtuous cycle of improving customer experience (CX) through employee empowerment and enablement that builds customer trust. But if you’re not building your CX strategy using this loop, you’re in a reactive cycle of EX-blind customer focus instead. Breaking the cycle begins with an effective employee listening strateg…

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#47 FILM FESTIVAL DEBRIEF 29:51

9M ago29:51

29:51

After our annual hiatus, we're back! As we shook off the podcast rust, we took a moment to debrief our time at the Independent Hollywood Reels Film festival, where we screened our first short film, TENDON. We also discussed Hayden's progress fundraising for his short film TUNING IN. Kick back and hang with us as we ramble our way into a new season.…

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398: Advanced Analytics Will Transform Your CX Practice 26:22

9M ago26:22

26:22

Most CX teams are too reliant on feedback (survey) data, leading to limited insights and even misinformed action. Forrester senior analyst Rich Saunders joins us to make the case for advanced analytics. He outlines the path forward – even for those intimidated by advanced analytics.By Forrester

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397: Generative AI: Lessons Learned 29:41

9M ago29:41

29:41

How should CX professionals use generative AI? Forrester VP, Principal Analyst Martha Bennett joins for a follow-up discussion to chat about the evolution and current state of genAI, busting myths and addressing real-world CX applications.By Forrester