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
Southwest’s CX Soars, WhatsApp’s New Moves, AI’s Energy Puzzle
Discover how Southwest Airlines nails its customer experience, the latest updates to WhatsApp for Business, and how AI is solving its own energy challenges.
Podcast
AI’s Impact On The B2B Buying Cycle, Healthcare, And US Jobs
Find out how AI is being used by B2B buyers and healthcare consumers, and get the latest forecast on the impact of AI on US jobs.
Podcast
Women In Security, Holiday Shopping Trends, AI Agents In Content
Happy New Year! We kick off 2026 by unpacking lessons from 2025 and what they signal for the year ahead. This episode brings together security, marketing, and content leaders’ perspectives so you can act with confidence.
Podcast
SolarWinds’ Lessons For CISOs, AI In B2B Sales, Shopping In Answer Engines
The holiday season is in full swing, and as retailers vie for consumer dollars, some of the biggest ones are branching out to answer engines like ChatGPT and Perplexity. In this episode, we describe what that experience looks like now and what brands should do in response. We also look at the lasting implications of a high-profile legal case for CISOs and the state of AI in B2B sales.
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
Turn CX Strategy Into Action With Game Based Learning Principles
CX leaders struggle to create strategy days, roadshows, and training that people actually remember. Game design can fix that. Co‑hosts Martin Gill and Angelina Gennis speak with Tim van den Boomen, an interaction designer who creates escape rooms and immersive learning environments for brands. Tim shows how game mechanics, player archetypes, and simple physical props […]
Podcast
437: CX For In-Person Events
Tavar James, VP global events, shares what CX leaders can learn from professional event strategists. Tavar discusses how in‑person experiences build trust, why personalization matters more than ever, how to avoid common pitfalls in hybrid formats, and what makes a standout CX event in 2026. He also previews exciting changes coming to Forrester’s CX events portfolio and offers practical advice for anyone planning to attend their first big in‑person gathering.
Podcast
436: Practitioner Stories: Building A Liquid Company At ABN AMRO
Jorissa Neutelings, ABN AMRO’s Chief Digital Officer, discusses the bank’s bold vision for becoming a liquid company: a fully adaptable, hyper‑personal, modular, and conversational organization that meets customers exactly where they are. Jorissa explains why trust, transparency, and intentional friction are essential in a digital world shaped by AI, agents, and rising fraud risks. Featuring […]
Podcast
435: CX And CS: Collaboration For Business Outcomes
Principal Analysts Su Doyle and Shari Srebnick join Angelina to explore the differences and overlaps between Customer Success (CS) and Customer Experience (CX) teams. The conversation delves into CX and CS teams’ primary goals, metrics, and the importance of collaboration in driving growth and retention. Featuring Su Doyle, Forrester Principal Analyst Shari Srebnik, Forrester Principal […]