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

How Office Depot Uses Culture To Drive Growth

What It Means August 9, 2018
A lot of companies talk about culture. But how do you walk the walk? Learn how Office Depot keeps focused and connected to its core purpose: helping every entrepreneur succeed.
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CIOs And The Future Of IT

What It Means August 2, 2018
Sixty-two percent of companies fail to get the most out of their business technology — and the CEO and CIO are to blame. Forrester CEO George Colony and Principal Analyst Bobby Cameron explain why these executives are responsible for leveraging technology to deliver the best customer experience.
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PODCAST

Climate Change As A Business Risk

What It Means July 26, 2018
Climate change poses a serious threat to business operations. Vice President Stephanie Balaouras and Researcher Sal Schiano discuss how firms are preparing for climate uncertainty and why they must do so.
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PODCAST

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.
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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.
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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.
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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.
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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.
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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.
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PODCAST

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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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PODCAST

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.
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PODCAST

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.
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