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

USAA: Excellence In Mobile Banking

What It Means May 31, 2018

Forrester Vice President and Principal Analyst James McQuivey interviews two USAA employees — Christy Rogers, VP of digital strategy and content operations, and Shauna Brown, AVP of bank digital channels — on USAA’s success in mobile banking.  Featuring: James McQuivey, Vice President, Principal Analyst Show Notes: Today’s banks are digitally capable — many have mobile apps, online banking, chatbots, and other digital touchpoints. The challenge for these businesses is a lack of differentiation from the […]

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The Algorithm Of Me

What It Means May 24, 2018

Forrester Principal Analyst Fatemeh Khatibloo discusses the future of consumer data: its sources, purpose, and potential for changing the way brands and consumers interact.   Featuring: Fatemeh Khatibloo, Principal Analyst Show notes: While we live in the age of the empowered customer, algorithms still hold sway over what we see, who we interact with, what apps we download, and even how we feel. Fed […]

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The New Role Of Marketing

What It Means May 17, 2018

Forrester Vice President and Principal Analyst Shar VanBoskirk discusses the new role of marketing — and how acknowledging and embracing change will lead to success. Featuring: Shar VanBoskirk, Vice President, Principal Analyst Show notes: The purpose of business is changing. Rather than differentiating through a product or business model, companies now need to deliver an […]

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Loyalty In Retail: From Transactional To Emotional

What It Means May 10, 2018

Forrester Analysts Emily Collins and Sucharita Kodali discuss the future of retail loyalty programs — and how retailers can drive emotional loyalty with customers. Featuring: Emily Collins, Senior Analyst and Sucharita Kodali, Vice President, Principal Analyst Show notes Contrary to popular belief, traditional retail loyalty programs are not about serving the customer — they’re designed to serve the […]

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RPA: A Building Block Of Transformative Automation

What It Means May 3, 2018

Forrester Vice President and Principal Analyst Craig Le Clair discusses robotic process automation (RPA) and how the technology can help companies along the path to enterprisewide digital transformation. Featuring: Craig Le Clair, Vice President, Principal Analyst Show notes On a scale from amoebas to neural network deep learning, robotic process automation, or RPA, falls slightly […]

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The Zen Of Zero Trust

What It Means April 26, 2018

Forrester Principal Analyst Chase Cunningham explains Zero Trust: the concept behind the framework and how companies should implement it to protect their business. Featuring: Chase Cunningham, Principal Analyst Show notes: Traditional perimeter-based security is a moat-and-castle strategy: Build high walls around the network to keep the bad guys out, and trust that no one inside is […]

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The Dark Side Of Data Commercialization

What It Means April 19, 2018

Forrester Principal Analyst Jeff Pollard discusses the surveillance economy: the way that companies use personal data to influence and manipulate consumers’ attitudes, behaviors, and decisions. Featuring: Jeff Pollard, Principal Analyst Show notes: The surveillance economy sounds like an Orwellian nightmare: Consumers are watched, listened to, and then manipulated as their devices monitor both online and offline […]

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Looking Back To Look Ahead: The Best Of What It Means

What It Means April 12, 2018

What It Means cohosts Victor Milligan and Jennifer Isabella take a look back at the best and most impactful moments over the past year. Show notes: It’s been a little more than a year since we launched our first episode of the What It Means podcast, and we’d like to celebrate by sharing some of […]

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Nespresso’s Digital Transformation: From Vision To Operational Reality (Live)

What It Means April 5, 2018

Global Head of eCommerce Cyril Lamblard discusses Nespresso’s digital transformation from a centrally managed eCommerce team of seven people to a matrixed organization with more than 500 digital experts across more than 40 countries. Featuring: Cyril Lamblard, Global Head of eCommerce, Nespresso Show notes: Digital transformation is business transformation, and it must be inspired by a […]

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Russia's Latest Cyberattack Sheds Light On Infrastructure Vulnerabilities

What It Means March 29, 2018

Forrester Principal Analyst Chase Cunningham describes how Russia’s cyberattack on US infrastructure sends a critical message to firms: Prioritize security or expect risk around business continuity, brand trust, and more. Featuring: Chase Cunningham, Principal Analyst Show notes: With exponential digital opportunity comes exponential risk; as long as governments and companies are innovating and digitizing their devices, […]

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How Financial Services Firms Are Reinventing Themselves

What It Means March 22, 2018

Vincent Bastid, CEO of the European Financial Management Association (Efma), discusses the necessary reinvention of financial services — and how firms must work together to accelerate transformation and innovation. Featuring: Vincent Bastid, Chief Executive Officer, Efma Show notes: Traditionally, financial services firms have been followers, not innovators. But digital disruptors and new regulations like PSD2 and […]

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Reimagining The Customer Experience In Utilities

What It Means March 15, 2018

John Lincoln, customer experience leader at Duke Energy, and David Schoenberg, director of customer experience at PG&E, discuss how utilities are reimagining CX. Featuring: David Schoenberg, Director of Customer Experience, PG&E and John Lincoln, Customer Experience Leader, Duke Energy   Show notes: The utilities industry is probably not the first thing that comes to mind when thinking about […]

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Bonus: Why The Home Depot Wins At Mobile Web

What It Means March 8, 2018

Forrester Vice President and Principal Analyst James McQuivey interviews Prat Vemana, vice president online at The Home Depot, to understand how the company has systematically approached its mobile web strategy and experience. Featuring: James McQuivey, Vice President, Principal Analyst, Brendan Miller, Principal Analyst, Jennifer Wise, Senior Analyst, and Prat Vemana, Vice President Online, The Home Depot Show notes: Most retailers […]

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The Changing Nature Of Agencies

What It Means March 8, 2018

Forrester Principal Analyst Jay Pattisall discusses the threats and changes that agencies are facing and what they need to do now to survive an uncertain future. Featuring: Jay Pattisall, Principal Analyst Show notes: The agency landscape is being shaken up by some powerful forces. Advertising and PR giant WPP’s abysmal earnings signify a bigger trend among […]

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PODCAST

The Illusion Of Insights (Live)

What It Means March 1, 2018

Forrester Vice President and Research Director Sri Sridharan discusses how to avoid the illusion of insights in the quest to become an insights-driven business. Featuring: Sri Sridharan, Vice President, Research Director Show notes: Companies have more data at their disposal than ever before. Today’s marketers are equipped and using both data- and science-driven marketing to form […]

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PODCAST

Retailers And Security: Perception Versus Reality

What It Means February 22, 2018

Forrester Analysts Brendan Miller and Josh Zelonis discuss the growing concern of security in retail — that which is real and that which is perceived. Featuring: Brendan Miller, Principal Analyst and Josh Zelonis, Senior Analyst   Show notes: Customers expect more from retailers when it comes to brand interactions, and retailers are responding by upping their digital transformation […]

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Beyond The Hype Of AR And VR

What It Means February 15, 2018

Forrester Vice President and Principal Analyst Thomas Husson discusses the current state of augmented reality (AR) and virtual reality (VR) and when and how we’ll see these technologies scale. Featuring: Thomas Husson, Vice President, Principal Analyst Show notes: AR and VR are hot topics, and for good reason. These two technologies have the power to create […]

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2018 Predictions: A Year Of Reckoning

What It Means February 8, 2018

Forrester thought leaders Matt Guarini, Keith Johnston, and Sam Stern predict what is going to happen to companies and industries in 2018 and beyond. Featuring: Matt Guarini, VP, Research Director, Keith Johnston, VP, Research Director, and Sam Stern, Principal Analyst    Show notes: Economies are growing. Stock markets are climbing. Employment is healthy. These are all positive signs of the […]

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The Future Under The GDPR

What It Means February 1, 2018

With the deadline for GDPR compliance looming in May 2018, Analyst Enza Iannopollo discusses the future under the GDPR — what choices companies can make and which firms should be truly concerned. Featuring: Enza Iannopollo, Analyst Show notes: On May 25, we move from fretting about the General Data Protection Regulation (GDPR) — and the pending […]

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The Economics Of Data

What It Means January 25, 2018

Data is currency and has value, but the majority of firms have not baked data into their economics. Principal Analyst Jennifer Belissent discusses the dynamic world of data and how companies can use data to drive revenue. Featuring: Jennifer Belissent, Ph.D., Principal Analyst Show notes: Today, data has taken on massive meaning: a currency of business […]

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