What It Means: A Forrester podcast

The age of the customer isn’t a tagline — it’s a fundamental shift in the market that is forcing companies and executives to change course. In Forrester’s What It Means podcast, we’ll examine those changes, what they mean, and what executives can do about them.

Latest Episodes

Podcast

Best Of EX 2020

What It Means 14 hours ago
Employee experience leaders were challenged like never before in 2020. In this episode, Forrester analysts provide examples of organizations that have successfully adapted their EX programs this year.
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Podcast

Autonomous Finance: It’s A Matter Of Trust

What It Means October 15, 2020
With many business functions being automated, what makes financial services different? On this week’s episode, Principal Analyst Peter Wannemacher explores the issues of trust involved with autonomous finance.
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Podcast

The Role Of Technical Debt In The New Normal

What It Means October 8, 2020
Is the big push to digital transformation the end of technical debt? In this episode, VP and Principal Analyst Brian Hopkins discusses the issue in light of pandemic-driven, digital trends.
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Podcast

How B2B Marketing Leaders Can Plan For The Unpredictable

What It Means October 1, 2020
How do you proactively plan at a time when so little is certain? On this week’s What It Means, Vice President and Research Director Jennifer Ross and Principal Analyst Adele Sweetwood explain how B2B marketing leaders can guide their organizations through an unpredictable year ahead.
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Podcast

The “Next Normal” For Sales Will Be Data-Driven

What It Means September 24, 2020
As sales leaders plan for 2021, leaning into data and insights will be key to success. Vice President and Research Director Mike Pregler explains why and dives into other action items for sales leaders in this week’s episode.
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Podcast

Lessons From The Pandemic For B2B Sales And Marketing Leaders

What It Means September 17, 2020
By disrupting familiar ways of working, the pandemic has forced B2B sales and marketing leaders to reprioritize and reflect. In this discussion of key priorities for European sales and marketing leaders, Vice Presidents Isabel Montesdeoca, Phil Harrell, and Meta Karagianni explain the lessons that can be learned from this period.
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Podcast

How To Successfully Pivot To Virtual Events

What It Means September 10, 2020
The pandemic has forced companies (including Forrester) to take planned in-person events virtual. What’s needed to make virtual events a success, and are they here to stay? Vice President and Global Head of Events Lisa Riley and Principal Analyst Jessie Johnson weigh in on this week’s What It Means.
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Podcast

How The COVID-19 Pandemic Accelerated B2C Buying Trends

What It Means September 3, 2020
A confluence of forces is accelerating change in B2C buying this year. In this episode, VPs Sucharita Kodali and Mary Pilecki discuss the near- and long-term impacts.
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Podcast

Find Your Firm’s Path To Customer Obsession

What It Means August 27, 2020
Customer obsession means putting the customer at the center of your business leadership, strategy, and operations. Learn how to define and operationalize a successful customer obsession strategy on this episode of What It Means with VP, Principal Analyst Shar VanBoskirk.
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Podcast

The Surprisingly Bright Future For CISOs

What It Means August 20, 2020
The CISO is no longer a terminal role. VP and Principal Analyst Jeff Pollard describes the abundance of options available for today’s CISO.
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Podcast

Brands, Staying Neutral Is Not An Option

What It Means August 13, 2020
A brand’s silence on social justice issues can be louder than its words. On this episode of What It Means, VP and Principal Analyst Dipanjan Chatterjee explains why brands have to carefully assess what they stand for and communicate that to consumers and employees.
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Podcast

The High Cost Of Cutting Marketing Budgets Now

What It Means August 6, 2020
Marketing resources can be easy targets in an economic downturn. Yet these cuts are shortsighted and put companies on weaker footing long-term, say Vice Presidents Laura Ramos and Keith Johnston. Learn what companies and marketing leaders should do instead in this week’s What It Means episode.
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Podcast

The Future Of Empowered Customers

What It Means July 30, 2020
What’s not changing: the five key dimensions of customer empowerment. What is changing: empowered customers’ desires. Dive deep into the shifting sands of consumer sentiment on this episode of What It Means, featuring Senior Analyst Anjali Lai.
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Podcast

How CIOs Can Build The IT Organization Of The Future

What It Means July 23, 2020
Increased focus on customer and employee experience will change how CIOs structure their IT organizations. In this episode of What It Means, Principal Analyst Gordon Barnett provides insight on how CIOs can prepare their organization for the future of work.
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Podcast

CMOs Face Difficult Agency Decisions

What It Means July 16, 2020
The coronavirus pandemic has forced many firms to drastically cut marketing spending and reevaluate their agency relationships. In this episode of What It Means, Principal Analyst Jay Pattisall reviews the latest changes and what options CMOs have going forward.
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Podcast

Will COVID-19 Change Virtual Care Forever?

What It Means July 9, 2020
Virtual care is not a new concept, but the COVID-19 pandemic has driven a dramatic surge in adoption. In this episode of What It Means, Senior Analyst Arielle Trzcinski discusses what’s driving this adoption and the future of virtual care.
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Podcast

The Future Of Advertising

What It Means July 2, 2020
The Wild West days of digital advertising are over. The next phase of advertising will focus on the customer experience. In this episode of What It Means, we feature VP and Principal Analyst Joanna O’Connell’s recent CX North America keynote discussing the future of advertising.
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Podcast

Scaling RPA The Smart Way

What It Means June 25, 2020
The COVID-19 pandemic has increased interest in robotic process automation (RPA), while its biggest challenge remains scale. In this episode, Vice President and Principal Analyst Craig Le Clair and Principal Analyst Leslie Joseph discuss the challenges of and solutions to scaling RPA at this crucial time.
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Podcast

Digital Acceleration Meets Empathy: COVID-19’s Impact On Financial Services

What It Means June 18, 2020
The COVID-19 pandemic has accelerated digital efforts in the financial services industry while underscoring the need for customer empathy. Learn more from three analysts in this special episode of What It Means.
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Podcast

Customer Journey Mapping In A Crisis

What It Means June 11, 2020
Since the outbreak of the coronavirus pandemic, firms have struggled to keep on top of customers’ fast-changing needs. To succeed, look no further than the journey map. We’re joined by VP, Principal Analyst Joana Quintanilha on this week’s What It Means to discuss how journey mapping can help firms right now.
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