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

What’s The Role Of Vaccine Passports In The Return To Work?

What It Means 6 days ago
As many businesses prepare to return to in-person working, they are exploring the use of vaccine passports. Learn the benefits and risks of this strategy from Principal Analyst Heidi Shey and VP and Research Director Daniel Hong.
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Podcast

Emerging Tech In Banking: What’s Hot And What’s Hype?

What It Means April 1, 2021
Like many industries, banking is inundated with emerging technologies. Forrester VPs Martha Bennett and Jost Hoppermann analyze which technologies show promise for banks and which are overhyped.
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Podcast

A Look Inside Enterprise Holdings’ Product Development Strategy

What It Means March 25, 2021
Struggling to manage product development in an era of constant change? Learn how Enterprise Holdings’ robust product development org adds clarity and discipline to the firm’s digital journey.
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Podcast

Healthcare’s Gone Virtual, And There’s No Going Back

What It Means March 18, 2021
The massive spike in virtual health visits in 2020 wasn’t a passing phenomenon. On this week’s What It Means, Principal Analyst Arielle Trzcinski explains why virtual care is here to stay and what the implications are for patients, providers, and insurers.
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Podcast

The Time Is Right For A Federal CCO

What It Means March 11, 2021
We’re making a call: The Biden administration should create a federal chief customer officer role. VP and Principal Analyst Rick Parrish joins to explain why now is the perfect time and why federal agencies should prioritize customer experience.
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Podcast

How Customer Service Will Evolve In 2021

What It Means March 4, 2021
The upheavals of 2020 forced customer service organizations to rapidly shift their operations. But which changes will become permanent? Explore the future of customer service in this episode of What It Means with VP, Principal Analyst Kate Leggett and Principal Analyst Ian Jacobs.
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Podcast

Reaching Beyond Delight In Customer Journeys

What It Means February 25, 2021
Customer experience professionals often believe that delight is the ultimate emotional goal of every customer journey. In this episode of What It Means, VP and Principal Analyst Joana de Quintanilha explains how a wider understanding of emotion drives more-effective customer journeys.
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Podcast

The State Of Consumer Trust

What It Means February 18, 2021
Is consumer trust disappearing? Join Senior Analyst Anjali Lai to explore why trust isn’t going away. Instead, it’s being earned in new ways and directed toward new entities.
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Podcast

The Future Of B2B Sales: More Personalized And Process-Driven

What It Means February 11, 2021
COVID-19 accelerated changes that were already underway in B2B sales — and Vice President and Group Director Phil Harrell says there’s no turning back. On this week’s What It Means, he explains how sales organizations can position themselves for success in a permanently altered landscape.
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Podcast

COVID Wrote The New Business Case For Digital

What It Means February 4, 2021
The COVID-19 pandemic has written a new digital business case for most companies. In this episode, Vice President and Principal Analyst Ted Schadler describes how successful firms are accelerating their digital transformation in 2021.
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Podcast

The Shift From Remote Work To Anywhere Work

What It Means January 28, 2021
As they emerge from the pandemic, organizations are making decisions on remote-work strategies. In this episode of What It Means, VPs J. P. Gownder and James McQuivey discuss the anywhere-work strategy as a solution.
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Podcast

How B2B CMOs Can Win Over The Company Board

What It Means January 21, 2021
Principal Analyst Jennifer Rouse explains how B2B marketing leaders can avoid potential pitfalls in board presentations and secure buy-in for key initiatives.
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Podcast

The Well-Being Opportunity For Financial Services Firms

What It Means January 14, 2021
The interests of financial services firms no longer align with those of the customers they serve, Senior Analyst Aurélie L’Hostis argues. In this week’s What It Means episode, she explains why a strategic focus on consumers’ financial well-being is key to driving loyalty and future growth.
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Podcast

Tech Trends To Watch In 2021

What It Means January 7, 2021
Forrester analysts provide their predictions for IoT, AI, blockchain, and cloud in this special edition of What It Means.
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Podcast

Forrester Predictions Roundup: Explore The Trends That Will Define 2021

What It Means December 31, 2020
As you prepare your plans for the new year, Forrester analysts review their top predictions for IT, marketing, sales, and CX professionals in this special episode of What It Means.
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Podcast

How Manufacturing Will Get Smarter In 2021

What It Means December 17, 2020
In 2021, manufacturing firms will accelerate the use of technologies that helped them through the pandemic. Principal Analyst Paul Miller provides a deeper look on this week’s episode of What It Means.
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Podcast

European Predictions 2021: Regulators Prioritize AI And Remote Work

What It Means December 10, 2020
The year ahead will bring new regulatory frameworks, UK data chaos, and a shift in attitude toward remote work in the EU. VP and Group Director Laura Koetzle explains what lies ahead on this episode of What It Means.
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Podcast

CX Predictions 2021: Design For Consumer Trust

What It Means December 3, 2020
Consumer trust has always been important. But for 2021, consumer trust is underlined and bolded — nothing is more important for a brand’s survival. On this episode of What It Means with Vice President and Research Director David Truog, discover how CX pros will helm their firm’s journey into the brave new world of post-pandemic customer expectations.
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Podcast

Big Risks Are The Safest Option For B2C Marketing In 2021

What It Means November 19, 2020
The tumult of 2020 has turned yesterday’s marketing best practices into today’s imperatives. Explore our B2C marketing predictions in this What It Means episode featuring VP, Principal Analyst Shar VanBoskirk and Analyst Stephanie Liu.
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Podcast

In 2021, B2B Marketing And Sales Become More Human, Thanks To Tech

What It Means November 12, 2020
COVID-19 has changed B2B marketing and sales — perhaps forever. Savvy marketers and sellers will seize the moment and transform their approaches to become truly buyer-centric. On this week’s What It Means, VP, Principal Analyst Lori Wizdo and Principal Analyst Mary Shea explain how the disruption of 2020 will shape 2021 and beyond.
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