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

Man And Machine: The Future Of Jobs

What It Means April 6, 2017

Forrester Vice President and Principal Analyst J.P. Gownder digs into how automation and robotics will affect employment and the very nature of jobs. Featuring: J.P. Gownder, Vice President, Principal Analyst Show notes: When it comes to the impact of automation and robotics on jobs, there’s a wide range of views — some dystopian and some optimistic. […]

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The Retailer’s Dilemma — A Brick-And-Mortar Or Brand Problem (Or Both)?

What It Means March 30, 2017

Forrester Principal Analyst Brendan Witcher examines the current and somewhat confusing state of retail, disentangling why some retailers are struggling in a market that has more tailwinds than headwinds. Featuring: Brendan Witcher, Principal Analyst Show notes: The market signals are rather positive in economies that are fueled by consumer spending. In 2016, retail grew 4% (not […]

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PODCAST

The CIA Breach And The IoT Security Wake-Up Call

What It Means March 23, 2017

Forrester Principal Analyst Jeff Pollard discusses the implications of the CIA breach — exposing the immediate and far-reaching security threats driven by the internet of things (IoT) at a time when many companies are prioritizing time-to-market over minimizing risk. Featuring: Jeff Pollard, Principal Analyst Show notes: The CIA breach caught our collective attention. It triggered old […]

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Rethinking Customer Loyalty

What It Means March 16, 2017

Forrester Analysts Emily Collins and Rick Parrish examine the changing — or eroding — state of customer loyalty, as aged loyalty programs are misfiring against customer priorities and companies struggle for the hearts, minds, and spend of empowered, restless customers. Featuring: Emily Collins, Senior Analyst and Rick Parrish, Principal Analyst   Show notes: Today’s consumers are less loyal […]

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The New Tech Revolution

What It Means March 9, 2017

Forrester Vice President and Principal Analyst Brian Hopkins discusses the new technology revolution and its far-reaching implications in terms of what companies are and how they need to work. Featuring: Brian Hopkins, Vice President and Principal Analyst Show notes: The new technology revolution — such as artificial intelligence, machine learning, augmented and virtual reality — is […]

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PODCAST

The Economics Of CX

What It Means March 2, 2017

Forrester Principal Analyst Maxie Schmidt-Subramanian reveals the powerful (potential) relationship between customer experience (CX) efforts and financial performance — as well as the challenges many are facing to convert on that opportunity. Featuring: Maxie Schmidt-Subramian, Principal Analyst Show notes: It seems simple enough: deliver great customer experiences and your business will do well. Yet more than […]

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PODCAST

The New Business Of Emotion

What It Means February 24, 2017

James McQuivey, Vice President and Principal Analyst at Forrester, delves into the recent discoveries on how emotion really works and what it means for your brand and customer experience design. Featuring: James McQuivey, VP, Principal Analyst

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