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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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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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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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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The (R)evolution Of The CMO And CIO

What It Means January 18, 2018
Research Directors Keith Johnston and Matt Guarini discuss the squeezes, shifts, and strategies for the CMO and CIO in 2018 — and how they can collectively lead change in today’s dynamic, consequence-heavy market. Featuring: Keith Johnston, Vice President, Research Director and Matthew Guarini, Vice President, Research Director   Show notes: 2018 will see squeezes, shifts, and new strategies […]
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The Future Of Marketing (Live)

What It Means January 11, 2018
Vice President and Principal Analyst Michael Facemire hosts a panel of his peers — Fatemeh Khatibloo, James McQuivey, and Shar VanBoskirk — to explore the future of marketing. Featuring: Michael Facemire, Vice President, Principal Analyst, Fatemeh Khatibloo, Principal Analyst, James McQuivey, Vice President, Principal Analyst, and Shar VanBoskirk, Vice President, Principal Analyst   Show notes: What happens when you get four thought […]
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Tech Titan Dominance

What It Means January 4, 2018
Vice President and Principal Analyst Sucharita Kodali discusses the implications of the tech titans in today’s market — and what it means to compete with them or join them. Featuring: Sucharita Kodali, Vice President, Principal Analyst Show notes: Today’s market is increasingly led — and dominated by — digital titans like Google, Amazon, Apple, Facebook, and […]
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The Intelligent Agent Cocoon

What It Means December 21, 2017
Vice President and Principal Analyst James McQuivey describes how consumers are using intelligent agents to cocoon themselves from the digital noise and how this move is redistributing power — and relationships — from brands to tech giants like Amazon and Google. Featuring: James McQuivey, Vice President, Principal Analyst Show notes: It’s noisy out there. Our days […]
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Bonus: The Repeal Of Net Neutrality — And What It Means For Your Business

What It Means December 15, 2017
In this bonus episode, Research Directors Glenn O’Donnell and Melissa Parrish discuss the repeal of net neutrality and what it means for your business and your customers. Featuring: Glenn O’Donnell, Vice President, Research Director and Melissa Parrish, Vice President, Research Director   Show notes: As expected, the FCC has repealed net neutrality. The issue was not a quiet […]
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Business Strategy Is Digital, And Digital Is Business Strategy

What It Means December 14, 2017
Forrester Vice President and Principal Analyst Brian Hopkins discusses the relationship between successful digital transformation and business strategy — and how technology is accelerating the pace of change. Featuring: Brian Hopkins, Vice President, Principal Analyst Show notes: 93% of firms are taking on digital transformation. Think about that — 93% of firms are in motion, seeking […]
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Continuous Delivery: Moving Fast With Today’s Market

What It Means December 7, 2017
Forrester Principal Analyst Robert Stroud discusses how continuous delivery enables companies to keep pace with today’s fast-moving market. Featuring: Robert Stroud, Principal Analyst Show notes: The mathematics of velocity matter. Market speed — generated by the rate of customer experimentation, changing behaviors and expectations, and the pace of innovation — has left companies with a […]
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