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.
Podcast
Predictions 2024: Where Will AI Go Next?
Where will AI go next? That’s the biggest question of 2024. In this special episode, nine Forrester analysts discuss what’s behind our 2024 predictions for AI and what the implications will be.
Podcast
Predictions 2024: How Tech Leaders Will Tackle Growth, Talent, And AI
What’s in store for tech leaders in the year ahead? Find out as Vice Presidents and Senior Research Directors Matthew Guarini and Fred Giron discuss Forrester’s 2024 predictions for technology leaders.
Podcast
Product Experts Gain New Clout Among B2B Buyers
As B2B buyers contend with tighter budgets, they’re looking to an unexpected source to help them make the right purchase decisions: product experts from vendor companies. Vice President and Research Director Amy Hayes discusses this and other findings from Forrester’s new State Of Business Buying report this week on What It Means.
Podcast
Predictions 2024: CX Leaders Embrace GenAI
Customer experience (CX) leaders are positioned to win big with generative AI (genAI) in 2024. But there’s a caveat: They must identify and augment the right drivers of CX performance. Learn more about CX in 2024 in this episode featuring VP and Research Director Martin Gill and Principal Analyst Judy Weader.
The CX Cast
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.
Podcast
333: Practitioner Stories: Managing Global CX At HSBC
Managing global complexity is a major challenge when it comes to understanding what customers want, delivering customer goals, and measuring success. Gail Russell, global head of customer experience, wealth, and personal banking at HSBC, joins the CX Cast this week to share insights from her session at CX EMEA.
Podcast
332: How To Set CX Metrics Goals
CX leaders must set goals for standard CX beacon metrics such as NPS and CSAT, but every organization is at a different point in their measurement journey. Rich Saunders, Senior Analyst, describes the challenges in setting the right metric goals and how to take a tailored approach that matures over time.
Podcast
331: How To Design Great Workshop Activities
Senior Analyst AJ Joplin goes deeper into how to design, plan, and facilitate a workshop, this time discussing approaches to designing the workshop activities. Whether your workshop is for journey mapping or experience design, AJ explains how to guide participants to outcomes.
Podcast
330: What CX Leaders Need To Know About Technology
Technology underpins great CX. But how much do you really know about how your platforms work? How much do you need to know? What’s the next big technology that you need to pay attention to? OK, obviously it’s generative AI, but what else? Producer Julia joined Martin at Forrester’s annual Technology & Innovation Forum in London to find out what’s hot in the world of technology.