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

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Robotics Quotient: How Humans Relate To Machines

What It Means July 19, 2018

As robotics revolutionize the workplace, how will humans find their place? Robotics quotient, someone’s ability to work effectively with robots, will soon be an essential skill. Analysts J. P. Gownder and Sam Stern ponder how employee experience can adapt to this bot-filled future.  Featuring: J.P. Gownder, Vice President and Principal Analyst, and Sam Stern, Principal Analyst.   Show […]

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The True Meaning Of Digital Transformation

What It Means July 12, 2018

Research Director Martin Gill explains the inherent issues that have plagued many digital transformation efforts and how companies can become fit for survival.   Featuring: Martin Gill, Research Director Show Notes: Digital transformation has come to mean so many things that it’s almost meaningless. Companies have automated call centers, digitized sales channels, and catered to mobility — but does […]

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CX: Catering To A Creature Of Habit (Live)

What It Means July 5, 2018

Senior Analyst TJ Keitt explains the importance of habits in customer experience design and how brands should use them to develop a loyal customer following.  Featuring: TJ Keitt, Senior Analyst Show Notes: Everyone has habits that regulate their daily lives — and those habits often include services or products designed to support, create, or reward those habits.   […]

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The Future Of Organizations

What It Means June 28, 2018

Forrester Vice President and Group Director Sharyn Leaver discusses the future of organizations — what companies will look like, how they will function, and how they’ll be managed to maximize agility and efficiency in the not-so-distant future.  Featuring: Sharyn Leaver, Forrester Vice President and Group Director Show Notes: The speed of an idea is fast, the speed of technology is […]

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The 2018 US Customer Experience Index

What It Means June 21, 2018

Forrester Vice President and Research Director Harley Manning discusses the 2018 US Customer Experience Index results and what they mean for companies trying to win on the value of CX. Featuring: Harley Manning, Vice President and Research Director Show Notes: According to Forrester’s 2018 US Customer Experience Index (CX Index™), CX improvements have stalled for a third year in a row. Firms scoring at the very bottom of […]

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The Customer Energy Index

What It Means June 14, 2018

Forrester Senior Data Analyst Anjali Lai introduces the Customer Energy Index: a measure of customer attitudes, behaviors, and actions that tracks the impact they all have on the global market.  Featuring: Anjali Lai, Senior Data Analyst Show Notes: We know that it’s the Age of the Customer. We know that customers are empowered by their digital resources. But we also know that there’s much more […]

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Smart Homes And The Subscription Economy

What It Means June 7, 2018

Forrester Vice President and Principal Analyst Frank Gillett discusses the smart home: the types of technologies in the market, the ways in which they’re used by consumers, and how the smart home could change the economy as we know it.  Featuring: Frank Gillett, Vice President, Principal Analyst Show Notes: Although the term “smart home” has been around for decades, only recently have smart home technologies matured from niche […]

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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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