What It Means: A Forrester Podcast
What It Means is currently on hiatus. In the meantime, we’re re‑airing some of the most popular episodes from our archive — conversations with Forrester analysts that explore key trends and challenges shaping how business and technology leaders make decisions and stay customer obsessed. We hope you enjoy these classic conversations.
Podcast
Are You A Better Manager Than A Bot?
This is a recently recorded classic that asked a question many leaders are now living with. As AI tools become part of day-to-day management, this conversation clarifies where AI can help and where human judgment still makes the difference. We hope you enjoy this episode.
Podcast
Put Employees At The Center Of Your AI Strategy
This episode was recorded previously, but it has aged exceptionally well. As AI becomes embedded in everyday work, the reminder that success depends on people, not just technology, is even more important now than when we first recorded it. We hope you enjoy this episode.
Podcast
Get Your AI Aligned
This is a classic episode recorded earlier in our AI journey, but its core idea has only grown more relevant. As organizations move from experimenting with AI to running it at scale, the need to align AI by design has become a business imperative. We hope you enjoy this episode.
Podcast
How Can B2B Marketers Adapt To Changing Search Behaviors?
We recorded this episode earlier, but its insights have only sharpened with time. As AI reshapes how buyers discover information and conversations continue at Forrester’s B2B Summit event, this episode offers timely perspective on what marketers must rethink. We hope you enjoy this episode.
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
466: Journey Mapping Essentials: Why Every Organization Needs A Journey Atlas
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 […]
Podcast
465: Journey Mapping Essentials: Seven Steps To Effective Journey Mapping
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 […]
Podcast
464: Change CX Culture By Asking Better Questions
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 […]
Podcast
463: Distrust In The Age Of AI
In this episode, Martin Gill and Angelina Gennis welcome Enza Iannopollo — VP, principal analyst — to discuss new research on trust, responsible AI, and what businesses must do to earn customer confidence. Drawing on fresh European consumer data, they explore why distrust has become the default response to AI and how organizations can build experiences that customers are willing to trust. The conversation introduces four distinct consumer groups, from AI distrusters to embracers, and explains how different customers evaluate AI-enabled experiences. The discussion also examines the foundations of responsible AI, including transparency, accountability, fairness, privacy, security, reliability, and human oversight.