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
Should You Give Up On CX? A Look At Your Much-Worse Alternatives To CX Excellence
In 2019, we predict that 20% of brands will throw up their hands and stop trying to win at CX. Why? CX is hard. But as VP, Research Director Harley Manning explains, the path of least resistance ends up being a bumpy ride in the end.
Podcast
Fulfillment, Not Happiness, Makes A Great Employee Experience
Happiness is not the prerequisite for productivity. As Principal Analyst Sam Stern explains, fulfillment and productivity are intertwined, and employee empowerment fuels both.
Podcast
A Seat At The Table: How CX Leader Navy Federal Builds A Culture Of Member Obsession
For three years running, Navy Federal Credit Union has been the top-ranked multichannel bank in Forrester’s CX Index. In this podcast episode, Navy Federal’s SVP Pam Piligian explains the customer experience strategy that drives the bank’s member obsession.
Podcast
Zero Trust: Your Knight In Cyber Armor
2019 will be a year of unprecedented cyberthreats to companies, and one major brand will lose valuation of more than 25% due to a cyberattack. Principal Analysts Jeff Pollard and Chase Cunningham explain why Zero Trust is the best defense.
Podcast
The Algorithm Of You: Data Strategy & Insights 2018 Forum Preview
Brands’ recklessness has marred algorithms’ success. Customers are fed up with data privacy breaches and “creepy” personalization. And soon, they’ll rebalance the internet. Get the full story at Forrester’s Data Strategy & Insights 2018 Forum. Get a preview on this week’s podcast.
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The Agile Enterprise
Disruption is the new norm, but don’t let that intimidate you. Research Director Matt Guarini explains how CIOs can take the lead in the business of fast and furious.
Podcast
How To Unlock Seamless Customer Experience (Live)
Seamless customer experience is more than continuity across devices — seams traverse channels, contexts, and time. Principal Analyst Jennifer Wise discusses how firms can remove damaging seams using data, design, and technology.
Podcast
Nationwide: Innovation At 92 Years Young
Scott Sanchez, chief innovation officer at Nationwide, and Forrester Vice President and Principal Analyst James Staten discuss the realities of innovation: Culture, disruption, participation, acclimation, and customer obsession.
Podcast
Business Platforms: How Asia Is Building Customer Relationships
Research Director Frederic Giron discusses the three key layers of successful platform business models — technology, business, and relationship platforms — and how firms are using business platforms to expand their value position with customers.
Podcast
GDPR: The Coming Global Standard
GDPR seemed to promise chaos at the dawn of May 25, but we haven’t seen much yet. Senior Analyst Enza Iannopollo explains the lack of major headlines — and why you can’t be lulled into a false sense of security.
Podcast
Building A Culture Of Innovation
Chris Paul of LPL Financial and Daniel Patreau of CIBC discuss their enterprisewide innovation and culture transformation journeys, and how they’ve helped employees acclimate to change and participate along the way.
Podcast
Retailers, Don’t Give Customers “Socks” This Holiday Season
This holiday season, retailers should give customers seamless, satisfying experiences (i.e., what they want) and not “socks” (i.e., what the retailer wants to give). Principal Analyst Sucharita Kodali and Analyst Michelle Beeson impart holiday wisdom that will keep customers jolly all year round.
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The Future Of Payments
Analysts Brendan Miller and Jacob Morgan dive into the future of payments. In their next evolution, transactions will melt into the background to create a seamless customer experience.
Podcast
Insurance Claims: A Digital Transformation
Principal Analyst Oliwia Berdak discusses how insurers can use technology and data to transform the claims process — protecting the customer and delivering bottom-line performance.
Podcast
The Real Root Of Customer Loyalty
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.
Podcast
Brand Security In The Post-Truth Era (Live)
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.
Podcast
Relationship Design: Are Brands Less Self-Aware Than Bots?
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.
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From Grease To Code: Industrial Goes Digital
No industry is safe from digital disruption — including manufacturing. Paul Miller explains how companies are overhauling their business models to stay competitive.
Podcast
Risky Business: Startups And Security
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.
Podcast
How Office Depot Uses Culture To Drive Growth
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.