What It Means: A Forrester podcast

The age of the customer isn’t a tagline — it’s a fundamental shift in the market that is forcing companies and executives to change course. In Forrester’s What It Means podcast, we’ll examine those changes, what they mean, and what executives can do about them.

Latest Episodes

Podcast

Nestlé’s Tech-Driven Innovation At Work

What It Means July 8, 2021
Struggling to embed technology-driven innovation into your organization? Nestlé’s chief innovation technology officer reveals the food and beverage giant’s secrets to innovation success.
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Podcast

Risk, Reward, And Trust In The B2B Sphere

What It Means July 1, 2021
Given the high-stakes nature of many B2B purchases, trust with buyers is key. At a time when trust is in decline, how can B2B companies accomplish this? VP and Group Director Isabel Montesdeoca and Principal Analyst Ian Bruce explain on What It Means.
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Podcast

Trust Is Up For Grabs — What’s Your Plan?

What It Means June 24, 2021
Through a confluence of crises, public trust is shifting across the globe. In this episode, Senior Analysts Anjali Lai and Enza Iannopollo discuss the impact of those shifts and the importance of developing a trust strategy in your organization.
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Podcast

To Succeed In B2B Sales, Talent Alone Won’t Cut It

What It Means June 17, 2021
The days of relying on superstar sales reps to land huge, quarter-saving deals are over. Winning and retaining today’s buyers takes a systematic, broader-based approach to selling. Vice President and Senior Research Director Phil Harrell explains what this approach entails on this week’s podcast episode.
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Podcast

The Pandemic’s Lasting Impact On Employee Engagement

What It Means June 10, 2021
The pandemic highlighted the value of effective employee engagement. But what now? VP, Principal Analyst Thomas Husson and Principal Analyst David Johnson discuss the future of employee engagement.
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Podcast

What It Takes To Create Audience-Centric B2B Content

What It Means June 3, 2021
Every marketing organization knows its content should be customer-centric. Yet many still struggle to deliver on this aim. On this week’s What It Means episode, VP Phyllis Davidson and Principal Analyst Lisa Gately discuss how B2B marketers can get it right.
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Podcast

What Is Design Debt?

What It Means May 27, 2021
What is design debt? Principal Analyst Andrew Hogan joins What It Means in advance of his talk at CX North America to discuss this hidden problem and how addressing it strengthens customer experiences.
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Podcast

IT Industry Breathes A Sigh Of Relief In API Case

What It Means May 20, 2021
Will software developers have to review every API they developed in the past decade? Thankfully, no. Analysts David Mooter and Sandy Carielli explain why in this episode of What It Means.
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Podcast

What Is A CX Tech Portfolio?

What It Means May 13, 2021
A customer experience (CX) technology portfolio is both a select set of tools and almost everything your organization uses. Principal Analyst TJ Keitt unravels this paradox and explains how CX professionals can best navigate the tech landscape.
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Podcast

The Pandemic’s Long-Term Lessons For Retailers

What It Means May 6, 2021
As reopening slowly begins, we’re joined by VP and Principal Analyst Sucharita Kodali to explore how the pandemic has reshaped the retail industry and where retailers should focus their resources going forward.
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Podcast

The Secret To Installing Creativity In Your Organization

What It Means April 29, 2021
How do you install creativity in your organization to drive growth? VP, Principal Analyst Ted Schadler and Principal Analyst Jay Pattisall provide some answers in this week’s episode.
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Podcast

Will Vaccines Bring Travel Back?

What It Means April 22, 2021
The travel industry is ready for a much-needed boost. Will vaccines deliver it? Principal Analyst Tom Mouhsian walks through the many facets of this complicated issue.
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Podcast

Business Resiliency Lessons Learned From COVID-19

What It Means April 15, 2021
What resiliency lessons can businesses learn from the pandemic? In this episode, VP Amy DeMartine and Senior Analyst Alla Valente review some of the best examples.
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Podcast

What’s The Role Of Vaccine Passports In The Return To Work?

What It Means April 8, 2021
As many businesses prepare to return to in-person working, they are exploring the use of vaccine passports. Learn the benefits and risks of this strategy from Principal Analyst Heidi Shey and VP and Research Director Daniel Hong.
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Podcast

Emerging Tech In Banking: What’s Hot And What’s Hype?

What It Means April 1, 2021
Like many industries, banking is inundated with emerging technologies. Forrester VPs Martha Bennett and Jost Hoppermann analyze which technologies show promise for banks and which are overhyped.
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Podcast

A Look Inside Enterprise Holdings’ Product Development Strategy

What It Means March 25, 2021
Struggling to manage product development in an era of constant change? Learn how Enterprise Holdings’ robust product development org adds clarity and discipline to the firm’s digital journey.
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Podcast

Healthcare’s Gone Virtual, And There’s No Going Back

What It Means March 18, 2021
The massive spike in virtual health visits in 2020 wasn’t a passing phenomenon. On this week’s What It Means, Principal Analyst Arielle Trzcinski explains why virtual care is here to stay and what the implications are for patients, providers, and insurers.
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Podcast

The Time Is Right For A Federal CCO

What It Means March 11, 2021
We’re making a call: The Biden administration should create a federal chief customer officer role. VP and Principal Analyst Rick Parrish joins to explain why now is the perfect time and why federal agencies should prioritize customer experience.
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Podcast

How Customer Service Will Evolve In 2021

What It Means March 4, 2021
The upheavals of 2020 forced customer service organizations to rapidly shift their operations. But which changes will become permanent? Explore the future of customer service in this episode of What It Means with VP, Principal Analyst Kate Leggett and Principal Analyst Ian Jacobs.
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Podcast

Reaching Beyond Delight In Customer Journeys

What It Means February 25, 2021
Customer experience professionals often believe that delight is the ultimate emotional goal of every customer journey. In this episode of What It Means, VP and Principal Analyst Joana de Quintanilha explains how a wider understanding of emotion drives more-effective customer journeys.
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