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

The Fractured Banking Model — Embrace Or Fight Change?

What It Means August 24, 2017

Senior Analyst Peter Wannemacher discusses why the once all-powerful banking model is now delicate and unstable — and the choice banks must make to remain relevant. Featuring: Peter Wannemacher, Senior Analyst Show notes: Banks today have a simple but hard choice: Excel at open banking to lead and participate in a rapidly evolving ecosystem, or become […]

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Blockchain Fever: The Potential And Challenges Of Blockchain Technology

What It Means August 17, 2017

Principal Analyst Martha Bennett disentangles the hype from the reality of blockchain technology — and discusses its revolutionary potential for the economy. Featuring: Martha Bennett, Principal Analyst Show notes: Blockchain is all the rage. It is following a typical path for new technologies and business models that solve big problems and capture our imagination: It starts […]

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The Decline Of Consumer Trust And What To Do About It

What It Means August 10, 2017

Forrester Senior Analyst Tom Champion discusses the decline of consumer trust and how companies can rebuild brand equity with transparency, integrity, and competency. Featuring: Tom Champion, Senior Analyst Show notes: The consumer climate is rife with cynicism and distrust, especially toward institutions. This natural — but heightened — sense of distrust has spilled over into commercial […]

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The Battle For Talent

What It Means August 3, 2017

Forrester Analysts Marc Cecere and Jeffrey Hammond talk through the battle for talent and how companies are making fundamental changes to ensure they can compete and win in the age of the customer. Featuring: Marc Cecere, Vice President, Principal Analyst and Jeffrey S. Hammond, Vice President, Principal Analyst   Show notes: Companies win and lose based, in great […]

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How And Why Customers Are Empowered

What It Means July 27, 2017

Forrester Senior Analyst Anjali Lai shares why companies need to think about customers in the context of their motivations (not just demographics or current behaviors) and measure predictive factors to get ahead of rising customer expectations and potential churn. Featuring: Anjali Lai, Senior Data Analyst Show notes: Companies, industries, and markets are undergoing extraordinary change because […]

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The New Brand Framework: How Emotions Fuel Your Brand Energy

What It Means July 20, 2017

Vice President and Principal Analyst Dipanjan Chatterjee discusses the evolution of brand management — and why legacy brand frameworks no longer cut it in the age of the customer. Featuring: Dipanjan Chatterjee, Vice President, Principal Analyst Show notes: Brand is a critical part of business. The origin of trying to make consumers aware and interested is […]

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Digital Business Transformation: Where We Are And Where We're Headed

What It Means July 13, 2017

Forrester Vice President and Principal Analyst Julie Ask shares what’s in the way for most companies trying to transform digitally — and provides a new way of thinking and working to gain momentum. Featuring: Julie A. Ask, Vice President, Principal Analyst Show notes: Companies all too often operate as cargo ships laden with aged processes, beliefs, […]

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Demystifying The Internet Of Things (IoT)

What It Means July 6, 2017

Forrester Vice President and Principal Analyst Frank Gillett provides a structured view of IoT — what it is, how to use it, and why you should. Featuring: Frank Gillett, Vice President, Principal Analyst Show notes: The growth of IoT ideas and technology has sparked a wide variety of options (and confusion). There are many different use cases […]

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PODCAST

The Power Of Defining Moments

What It Means June 29, 2017

Bestselling author and Stanford professor Chip Heath examines how identifying and building “defining moments” is changing the game for experience design and financial performance. Featuring: Chip Heath, Professor of Organizational Behavior, Stanford University Show notes: People act and think differently in corporate settings. As businesspeople, we are wired for control, predictability, and problem solving. But what […]

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The Consequences Of The End Of Advertising

What It Means June 22, 2017

Forrester Analysts James McQuivey and Keith Johnston continue their discussion on the end of interruption-based advertising and reveal who the winners and losers will be in this new world. Featuring: James L. McQuivey, Vice President, Principal Analyst and Keith Johnston, Vice President, Research Director Show notes: The shift away from interruptive advertising brings customer engagement — human engagement […]

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The End Of Advertising As We Know It

What It Means June 15, 2017

Forrester Analysts James McQuivey and Keith Johnston describe a seemingly inevitable shift in advertising: from interruptive ads to experience-driven relationships. Featuring: James L. McQuivey, Vice President, Principal Analyst and Keith Johnston, Vice President, Research Director Show notes: The true power of advertising is both indisputable and disputable. On one hand, advertising plays a critical role in introducing, familiarizing, […]

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PODCAST

Carnival Corporation's Experience Revolution

What It Means June 8, 2017

Carnival Corporation’s Chief Experience and Innovation Officer John Padgett shares how Carnival is using technology to revolutionize the way we travel. Featuring: John Padgett, Chief Experience and Innovation Officer, Carnival Corporation Show notes: Vacations are inherently a personal experience: where people go, the experiences they have, and the memories they make. That very human idea sparked […]

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PODCAST

The Power Of A Values-Based Strategy

What It Means June 1, 2017

Forrester Principal Analyst Jim Nail shares how brands can align with consumers’ values to win their hearts and wallets. Featuring: Jim Nail, Principal Analyst Show notes: A great product is no longer sufficient to guarantee strong sales and loyal customers. Today’s empowered consumers not only reject corporate irresponsibility but also seek brands that proactively promote beliefs […]

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PODCAST

Countdown To GDPR

What It Means May 25, 2017

Forrester Principal Analyst Fatemeh Khatibloo examines the impact of the new General Data Protection Regulation (GDPR), which rewrites privacy rules and converts privacy as a human right to a force of market disruption. Featuring: Fatemeh Khatibloo, Principal Analyst Show notes: One year. That is how much time companies have to internalize and act on the far-reaching […]

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PODCAST

Prioritizing Cybersecurity: Learnings From WannaCry

What It Means May 18, 2017

Forrester Principal Analyst Jeff Pollard explains the WannaCry ransomware attack and what it means to business and technology leaders as companies and institutions become increasingly under siege from cyberthreats. Featuring: Jeff Pollard, Principal Analyst Show notes: The threat spectrum has changed. Severe cyberthreats were the exception, and most institutions and companies could manage against the threat […]

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PODCAST

The Death Of A (B2B) Salesman

What It Means May 11, 2017

Forrester Vice President and Principal Analyst Andy Hoar discusses the large-scale displacement of B2B sales reps by 2020, triggered by the powerful combination of empowered customers and digital technologies. Featuring: Andy Hoar, Vice President, Principal Analyst Show notes: The shift to a customer-led, digitally oriented market is causing far-reaching and sometimes painful changes to how businesses […]

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PODCAST

Futurology: From Mobile Silos To Open Ecosystems

What It Means May 4, 2017

Forrester Vice President and Principal Analyst Michael Facemire describes a technology future that is on one level so obvious and human but on another level fundamentally disruptive. Featuring: Michael Facemire, Vice President, Principal Analyst Show notes: We now live in a world where leaps in technology are happening at a faster pace, and we, as consumers, […]

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PODCAST

The Uncertain Future Of Banks

What It Means April 27, 2017

Forrester Vice President and Research Director Benjamin Ensor discusses the uncertain future of banks — and the outside players threatening banks’ relationship with customers. Featuring: Benjamin Ensor, Vice President, Research Director Show notes: Banks have been the bedrock of the world’s economy. Through economic ups and downs, the role and business model of the bank has […]

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PODCAST

With Me Or Against Me: The Values-Based Consumer

What It Means April 20, 2017

Forrester Senior Data Analyst Anjali Lai examines how the current turbulent social climate and the emergence of the values-based consumer are putting pressure on brands to take a stand. Featuring: Anjali Lai, Senior Data Analyst Show notes: Society is more polarized, more tribal than any time in recent memory, combining social unrest with unprecedented consumer power. […]

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PODCAST

The Rise Of The Industrial Digital Platform

What It Means April 13, 2017

Forrester Vice President and Research Director Pascal Matzke examines the rise of industrial digital platforms and how they are changing businesses and creating new and powerful products and markets. Featuring: Pascal Matzke, Vice President, Research Director Show notes: We have seen the rise of the digital platforms: eBay, Facebook, Etsy, Uber, Airbnb, and the list goes […]

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