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 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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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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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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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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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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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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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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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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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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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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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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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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