Forrester Podcasts

Forrester podcasts provide a unique opportunity to hear directly from the analysts who work with clients to tackle their most pressing business and IT challenges. Subscribe to the What It Means podcast to hear interviews on topics such as enterprise technology, marketing, EX, and more. And check out the CX Cast to hear a weekly conversation about customer experience best practices and strategies.

Got a comment or question about Forrester podcasts? Email our team at podcast@forrester.com.

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

Assessing AI’s Impact On The Environment

What It Means 15 hours ago
The rapid growth of AI will have both positive and negative impacts on the environment. In this episode, Vice President and Principal Analyst Thomas Husson delves into both AI’s environmental downsides and its potential to help solve the climate crisis.
Podcast

Unravelling The AI-HR Paradox

What It Means September 26, 2024
AI has the potential to make the work of human resources more streamlined — and more complicated. How is that possible? Find out as Principal Analyst Betsy Summers explains the AI-HR paradox and sheds some light on the benefits and risks that AI poses to the HR function.
Podcast

The CMO Role Is Alive And Well

What It Means September 19, 2024
Reports of the demise of the CMO role have been greatly exaggerated, say VP and Principal Analyst Ian Bruce and VP and Research Director Mike Proulx. On this week’s What It Means episode, they dive into new research that paints a highly nuanced picture of the prevalence and tenure of CMOs.
Podcast

AI’s Role In The Public Sector

What It Means September 12, 2024
What are the most compelling AI use cases in the public sector, and what are some of the challenges? Find out as Principal Analyst Sam Higgins shares insights on the current state and future outlook for AI in the public sector globally.

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

374: Feedback Is A Touchpoint, Too

The CX Cast 2 days ago
Brands want customer feedback, and Forrester research shows that customers are willing to give it—when asked properly. But too often, brands will send out a never-ending stream of ill-timed, poorly designed surveys that even the most helpful customer declines to answer. Forrester VP, Principal Analyst Maxie Schmidt joins the podcast to argue the case for […]
Podcast

373: CX Index Reveals Drop In Quality For European Banks

The CX Cast September 24, 2024
Forrester's CX Index measures customers' perceptions of how well companies deliver customer experiences to ultimately build or sustain loyalty. It assesses CX quality based on ease, effectiveness and emotion. VP, Research Director Oliwia Berdak and Researcher Jana Gül share their analysis of 2024 CX Index performance in Europe, diving into insights that explain the scores specific to banking within and across several countries.
Podcast

372: Are Your Personas Hit Or Miss?

The CX Cast September 17, 2024
Personas are a foundational, seemingly simple tool—yet they’re deceptively challenging. That’s the premise of the latest research by Audrey Chee-Read and Gina Bhawalkar, which includes best practice reports and persona builder tools. They offer examples of effective and ineffective personas to increase the ROI of your efforts.
Podcast

371: Behaviors Are The Building Blocks Of Customer-Focused Culture

The CX Cast September 10, 2024
Culture change is necessary for an organization to be more customer obsessed and deliver better customer experiences. That culture change requires specifying the customer-focused behaviors that lead to customer loyalty. CX Cast co-host Angelina describes the process to determine and assess your organization’s ideal behaviors and drive adoption of targeted behavior change to align with customer and business priorities.