What It Means: A Forrester Podcast
Each week, the What It Means podcast invites Forrester analysts to discuss the latest trends and challenges to help business and technology leaders make bold decisions and become truly customer-obsessed.
Podcast
California’s New AI Law, Anthropic’s Latest Model, B2C Advertising Options
Principal Analyst Alla Valente breaks down California’s new AI law, VP and Research Director Chris Gardner discusses the impact of AI models on software development roles, and Principal Analyst Nikhil Lai reviews Best Buy’s “in-store takeover” advertising offering.
Podcast
H-1B Visa Changes, Agentic Commerce, Optimizing Customer Reviews
Heading into the fourth quarter, there are no signs of a slowdown in developments that will keep business and technology leaders on their toes. This episode dives into the latest impacts of geopolitics on the tech industry and AI’s impact on commerce and buying networks.
Podcast
Defining AGI, Measuring AI Search, Agency Swirl Continues
Are you wondering about the emerging technologies and shifting market dynamics that might shape your strategy for 2026 and beyond? Then this episode is for you. Get a detailed look at how three big shifts could dramatically impact plans and strategies for the year ahead (and get a preview for one of our upcoming 2026 Predictions reports, to boot).
Podcast
Olympic Sports Sponsorships, AI Agents In Customer Success And Manufacturing
As we move into September, we dig into new sponsorship options for brands and find out how AI agents are impacting the customer success function as well as the industrial manufacturing and supply chain industries.
The CX Cast
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.
Podcast
424: Live At CX Summit APAC, 2025
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.
Podcast
423: Culture Change — Messy, Meaningful, And Human
Martin and Angelina welcome founder of Humanity at Scale and ex-Forresterite Bruce Temkin to explore the complexities of organizational culture, especially in the context of CX. Drawing on decades of research and real-world examples, the trio dives into why culture is so hard to change, what actually moves the needle, and how leaders can inspire lasting transformation.
Podcast
422: Educating Future CX Pros
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.
Podcast
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.