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


The Real Root Of Customer Loyalty

What It Means September 13, 2018
To build customer loyalty, companies are tempted to hop on the “I’m your best friend” bandwagon or offer up coupons. But as Principal Analysts Emily Collins and Maxie Schmidt-Subramanian explain, the root of loyalty is delivering real value to customers.

Brand Security In The Post-Truth Era (Live)

What It Means September 6, 2018
The bad guys win in this one. Principal Analyst Jeff Pollard tells an attack story that will keep your PR team up at night and explains how to defend your brand against fake content.

Relationship Design: Are Brands Less Self-Aware Than Bots?

What It Means August 30, 2018
Does your brand converse with customers, or are you the digital version of a boring, monologuing dinner party guest? Hashtag inventor Chris Messina discusses why relationship design is key to making brand conversation work.

From Grease To Code: Industrial Goes Digital

What It Means August 23, 2018
No industry is safe from digital disruption — including manufacturing. Paul Miller explains how companies are overhauling their business models to stay competitive.

Risky Business: Startups And Security

What It Means August 16, 2018
What do seat belts and security policies have in common? They’re life-saving, simple to implement, and people frequently opt to not use them. Principal Analyst Chase Cunningham discusses the risky business of working with unsecure startups.

How Office Depot Uses Culture To Drive Growth

What It Means August 9, 2018
A lot of companies talk about culture. But how do you walk the walk? Learn how Office Depot keeps focused and connected to its core purpose: helping every entrepreneur succeed.

CIOs And The Future Of IT

What It Means August 2, 2018
Sixty-two percent of companies fail to get the most out of their business technology — and the CEO and CIO are to blame. Forrester CEO George Colony and Principal Analyst Bobby Cameron explain why these executives are responsible for leveraging technology to deliver the best customer experience.

Climate Change As A Business Risk

What It Means July 26, 2018
Climate change poses a serious threat to business operations. Vice President Stephanie Balaouras and Researcher Sal Schiano discuss how firms are preparing for climate uncertainty and why they must do so.

Robotics Quotient: How Humans Relate To Machines

What It Means July 19, 2018
As robotics revolutionize the workplace, how will humans find their place? Robotics quotient, someone’s ability to work effectively with robots, will soon be an essential skill. Analysts J. P. Gownder and Sam Stern ponder how employee experience can adapt to this bot-filled future.

The True Meaning Of Digital Transformation

What It Means July 12, 2018
Research Director Martin Gill explains the inherent issues that have plagued many digital transformation efforts and how companies can become fit for survival.

CX: Catering To A Creature Of Habit (Live)

What It Means July 5, 2018
Senior Analyst TJ Keitt explains the importance of habits in customer experience design and how brands should use them to develop a loyal customer following.

The Future Of Organizations

What It Means June 28, 2018
Forrester Vice President and Group Director Sharyn Leaver discusses the future of organizations — what companies will look like, how they will function, and how they’ll be managed to maximize agility and efficiency in the not-so-distant future.

The 2018 US Customer Experience Index

What It Means June 21, 2018
Forrester Vice President and Research Director Harley Manning discusses the 2018 US Customer Experience Index results and what they mean for companies trying to win on the value of CX.

The Customer Energy Index

What It Means June 14, 2018
Forrester Senior Data Analyst Anjali Lai introduces the Customer Energy Index: a measure of customer attitudes, behaviors, and actions that tracks the impact they all have on the global market.

Smart Homes And The Subscription Economy

What It Means June 7, 2018
Forrester Vice President and Principal Analyst Frank Gillett discusses the smart home: the types of technologies in the market, the ways in which they’re used by consumers, and how the smart home could change the economy as we know it.

USAA: Excellence In Mobile Banking

What It Means May 31, 2018
Forrester Vice President and Principal Analyst James McQuivey interviews two USAA employees — Christy Rogers, VP of digital strategy and content operations, and Shauna Brown, AVP of bank digital channels — on USAA’s success in mobile banking.

The Algorithm Of Me

What It Means May 24, 2018
Forrester Principal Analyst Fatemeh Khatibloo discusses the future of consumer data: its sources, purpose, and potential for changing the way brands and consumers interact.

The New Role Of Marketing

What It Means May 17, 2018
Forrester Vice President and Principal Analyst Shar VanBoskirk discusses the new role of marketing — and how acknowledging and embracing change will lead to success.

Loyalty In Retail: From Transactional To Emotional

What It Means May 10, 2018
Forrester Analysts Emily Collins and Sucharita Kodali discuss the future of retail loyalty programs — and how retailers can drive emotional loyalty with customers.

RPA: A Building Block Of Transformative Automation

What It Means May 3, 2018
Forrester Vice President and Principal Analyst Craig Le Clair discusses robotic process automation (RPA) and how the technology can help companies along the path to enterprisewide digital transformation.