What It Means: A Forrester Podcast
What It Means is currently on hiatus. In the meantime, we’re re‑airing some of the most popular episodes from our archive — conversations with Forrester analysts that explore key trends and challenges shaping how business and technology leaders make decisions and stay customer obsessed. We hope you enjoy these classic conversations.
Podcast
Product Experts Gain New Clout Among B2B Buyers
This is a classic episode that feels even more relevant today. As B2B leaders prepare for the Forrester B2B Summit, its focus on expertise and credibility speaks directly to how trust is earned in today’s buying environment. We hope you enjoy this episode.
Podcast
Taming B2B Buying Mayhem
This episode is quickly becoming a classic for B2B leaders. As we head into the Forrester B2B Summit, its perspective on buying networks and modern buying complexity is still essential listening for anyone focused on growth. We hope you enjoy this episode.
Podcast
What It Means Takes A Hiatus
Our flagship podcast is on pause as we think about what comes next and how we can best bring our insights to life in an era of nonstop change.
Podcast
Southwest’s CX Soars, WhatsApp’s New Moves, AI’s Energy Puzzle
Discover how Southwest Airlines nails its customer experience, the latest updates to WhatsApp for Business, and how AI is solving its own energy challenges.
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
442: How Conversational Banking Unlocks Tomorrow’s Agentic Experiences
AI‑mediated search is rapidly becoming a primary entry point for financial decisions. Customers now start their banking journeys with LLM platforms, not branded sites — and they trust these tools enough to ask sophisticated, advice level questions. Solo host Martin Gill speaks with principal analyst Aurelie L’Hostis to break down this shift and what leaders must do now. Aurelie shares new data on how consumers use third‑party AI assistants for banking queries, why trust is shifting, and how AI‑powered search is reducing human traffic to brand websites. She also outlines the coming rise of agent‑to‑agent interactions and the backstage capabilities that banks must develop before conversational banking can scale.
Podcast
441: I’m a CX Leader, Get Me Out of Here!
Many CX leaders look at their org chart and wonder: Is this career path dead end or a launchpad? Co-hosts Martin Gill and Angelina Gennis sit down with Tina Lilje, former Head of Global Customer Experience at Philips Healthcare, to unpack what a sustainable, upward career in customer experience (CX) really looks like. We explore […]
Podcast
440: The Path to CX Leadership
CX leadership demands more than functional expertise. It requires curiosity to uncover what others overlook, courage to ask bold questions, and communication that connects CX work to business outcomes. Angelina Gennis talks with Principal Analyst, Judy Weader and VP, Principal Analyst, Katy Tynan, about how leaders at every level build influence and move organizations toward […]
Podcast
439: Practitioner Stories: ENOC
A well-designed loyalty program can encourage customer behaviors that unlock shared value. Oil and gas player Emirates National Oil Company (ENOC) has a range of downstream retail offerings, from convenience stores to registration service providers. Suryaveer Singh, head of loyalty CRM and data, describes how he used ENOC's broad ecosystem to create a unique value proposition for customers.