What It Means: A Forrester podcast
Each week, the What It Means podcast invites Forrester analysts to discuss the latest trends and challenges to help business and technology leaders make bold decisions and become truly customer-obsessed. Topics range from tech-driven innovation and CX design to B2B buying trends and marketing planning. Listen now and subscribe to get a new episode each week. Got a comment or question? Email our team at podcast@forrester.com.
Latest Episodes
Podcast
Trust Is Up For Grabs — What’s Your Plan?
Through a confluence of crises, public trust is shifting across the globe. In this episode, Senior Analysts Anjali Lai and Enza Iannopollo discuss the impact of those shifts and the importance of developing a trust strategy in your organization.
Podcast
To Succeed In B2B Sales, Talent Alone Won’t Cut It
The days of relying on superstar sales reps to land huge, quarter-saving deals are over. Winning and retaining today’s buyers takes a systematic, broader-based approach to selling. Vice President and Senior Research Director Phil Harrell explains what this approach entails on this week’s podcast episode.
Podcast
The Pandemic’s Lasting Impact On Employee Engagement
The pandemic highlighted the value of effective employee engagement. But what now? VP, Principal Analyst Thomas Husson and Principal Analyst David Johnson discuss the future of employee engagement.
Podcast
What It Takes To Create Audience-Centric B2B Content
Every marketing organization knows its content should be customer-centric. Yet many still struggle to deliver on this aim. On this week’s What It Means episode, VP Phyllis Davidson and Principal Analyst Lisa Gately discuss how B2B marketers can get it right.
Podcast
What Is Design Debt?
What is design debt? Principal Analyst Andrew Hogan joins What It Means in advance of his talk at CX North America to discuss this hidden problem and how addressing it strengthens customer experiences.
Podcast
IT Industry Breathes A Sigh Of Relief In API Case
Will software developers have to review every API they developed in the past decade? Thankfully, no. Analysts David Mooter and Sandy Carielli explain why in this episode of What It Means.
Podcast
What Is A CX Tech Portfolio?
A customer experience (CX) technology portfolio is both a select set of tools and almost everything your organization uses. Principal Analyst TJ Keitt unravels this paradox and explains how CX professionals can best navigate the tech landscape.
Podcast
The Pandemic’s Long-Term Lessons For Retailers
As reopening slowly begins, we’re joined by VP and Principal Analyst Sucharita Kodali to explore how the pandemic has reshaped the retail industry and where retailers should focus their resources going forward.
Podcast
The Secret To Installing Creativity In Your Organization
How do you install creativity in your organization to drive growth? VP, Principal Analyst Ted Schadler and Principal Analyst Jay Pattisall provide some answers in this week’s episode.
Podcast
Will Vaccines Bring Travel Back?
The travel industry is ready for a much-needed boost. Will vaccines deliver it? Principal Analyst Tom Mouhsian walks through the many facets of this complicated issue.
Podcast
Business Resiliency Lessons Learned From COVID-19
What resiliency lessons can businesses learn from the pandemic? In this episode, VP Amy DeMartine and Senior Analyst Alla Valente review some of the best examples.
Podcast
What’s The Role Of Vaccine Passports In The Return To Work?
As many businesses prepare to return to in-person working, they are exploring the use of vaccine passports. Learn the benefits and risks of this strategy from Principal Analyst Heidi Shey and VP and Research Director Daniel Hong.
Podcast
Emerging Tech In Banking: What’s Hot And What’s Hype?
Like many industries, banking is inundated with emerging technologies. Forrester VPs Martha Bennett and Jost Hoppermann analyze which technologies show promise for banks and which are overhyped.
Podcast
A Look Inside Enterprise Holdings’ Product Development Strategy
Struggling to manage product development in an era of constant change? Learn how Enterprise Holdings’ robust product development org adds clarity and discipline to the firm’s digital journey.
Podcast
Healthcare’s Gone Virtual, And There’s No Going Back
The massive spike in virtual health visits in 2020 wasn’t a passing phenomenon. On this week’s What It Means, Principal Analyst Arielle Trzcinski explains why virtual care is here to stay and what the implications are for patients, providers, and insurers.
Podcast
The Time Is Right For A Federal CCO
We’re making a call: The Biden administration should create a federal chief customer officer role. VP and Principal Analyst Rick Parrish joins to explain why now is the perfect time and why federal agencies should prioritize customer experience.
Podcast
How Customer Service Will Evolve In 2021
The upheavals of 2020 forced customer service organizations to rapidly shift their operations. But which changes will become permanent? Explore the future of customer service in this episode of What It Means with VP, Principal Analyst Kate Leggett and Principal Analyst Ian Jacobs.
Podcast
Reaching Beyond Delight In Customer Journeys
Customer experience professionals often believe that delight is the ultimate emotional goal of every customer journey. In this episode of What It Means, VP and Principal Analyst Joana de Quintanilha explains how a wider understanding of emotion drives more-effective customer journeys.
Podcast
The State Of Consumer Trust
Is consumer trust disappearing? Join Senior Analyst Anjali Lai to explore why trust isn’t going away. Instead, it’s being earned in new ways and directed toward new entities.
Podcast
The Future Of B2B Sales: More Personalized And Process-Driven
COVID-19 accelerated changes that were already underway in B2B sales — and Vice President and Group Director Phil Harrell says there’s no turning back. On this week’s What It Means, he explains how sales organizations can position themselves for success in a permanently altered landscape.