Podcasts by What It Means
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.
Further podcasts by Forrester
Podcast on the topic Wirtschaftsnachrichten
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Generative AI Will Reshape Far More Jobs Than It Eliminates from 2023-12-14T05:00:56
Is generative AI coming for your job? Find out as VP and Principal Analyst J. P. Gownder and Principal Analyst Michael O'Grady discuss a new forecast on the impact of generative AI on jobs in the US.
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Autonomous Vehicles: Are We There Yet? from 2023-12-07T05:00:09
Is it finally time for self-driving cars and trucks to achieve their long-held promise? Find out as Vice President and Research Director Pascal Matzke joins the podcast to discuss the current state...
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Predictions 2024: Where Will AI Go Next? from 2023-11-30T05:00:30
Where will AI go next? That’s the biggest question of 2024. In this special episode, nine Forrester analysts discuss what’s behind our 2024 predictions for AI and what the implications will be.
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Predictions 2024: How Tech Leaders Will Tackle Growth, Talent, And AI from 2023-11-16T05:00:26
What’s in store for tech leaders in the year ahead? Find out as Vice Presidents and Senior Research Directors Matthew Guarini and Fred Giron discuss Forrester’s 2024 predictions for technology lead...
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Product Experts Gain New Clout Among B2B Buyers from 2023-11-09T05:00:15
As B2B buyers contend with tighter budgets, they’re looking to an unexpected source to help them make the right purchase decisions: product experts from vendor companies. Vice President and Researc...
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Predictions 2024: CX Leaders Embrace GenAI from 2023-11-02T04:00:36
Customer experience (CX) leaders are positioned to win big with generative AI (genAI) in 2024. But there’s a caveat: They must identify and augment the right drivers of CX performance. Learn more a...
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Are You Ready For BYOAI? from 2023-10-26T04:00:34
Is the push to encourage AI across the enterprise introducing more risk? Principal Analyst Andrew Hewitt discusses the pros and cons of bring-your-own-AI (BYOAI) in this episode.
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The Rise Of Revenue Operations from 2023-10-19T04:00:10
Despite economic pressure, B2B sales and marketing leaders are prioritizing investment in revenue operations. In this episode, Vice President and Principal Analyst Laura Cross and Principal Analyst...
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Zero Trust Past, Present, And Future from 2023-10-12T04:00:52
Zero Trust has evolved since its earliest iterations, but it’s never been more vital than it is today. In this episode, Principal Analyst David Holmes discusses the origins of Zero Trust and its fu...
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The Future Of Cloud from 2023-10-05T04:00:47
Recent, major shifts in the cloud space are prompting some technology leaders to review their cloud strategies. In this episode, Principal Analyst Lee Sustar provides his perspective on the future ...
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Managing The Privacy Risks Of Generative AI from 2023-09-28T04:00:22
Nervous about the privacy implications of your latest generative AI pilots? In this episode, Principal Analyst Enza Iannopollo shares some insights and mistakes to avoid.
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How Will Generative AI Change B2B Marketing? from 2023-09-21T04:00:41
For all the FOMO that generative AI has inspired among B2B marketers, many aren’t sure where to start with it. Principal Analyst Lisa Gately shares her insights this week on What It Means.
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Responsible Design from 2023-09-14T04:00:31
Delighted customers or PR nightmare? The difference can boil down to responsible design. Before your company ends up in an IRL episode of “Black Mirror,” listen to this podcast about responsible de...
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Healing The Breach Between Tech And Security Leaders from 2023-09-07T04:00:20
The long-standing divide between tech executives and security leaders has widened of late, says VP and Principal Analyst Jinan Budge. What’s behind the tension, and what can be done to fix it? Budg...
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The Generative AI Inflection Point from 2023-08-31T04:00:07
Generative AI (genAI) has driven a lot of change in a short period. Senior Analyst Rowan Curran and Vice President and Principal Analyst J. P. Gownder discuss the genAI inflection point and its imp...
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How Tech Leaders Can Become Innovation Orchestrators from 2023-08-24T04:00:42
The key to successful innovation is making it widespread, not siloed. But whose job is that? In this episode, VP and Research Director Pascal Matzke and Principal Analyst Bernhard Schaffrik discuss...
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AI And The Tech Talent Crisis — It’s Complicated from 2023-08-17T04:00:58
The AI explosion is having a complex impact on the tech workforce. In this episode, we’ll look at how AI has added to — and may alleviate — tech talent challenges.
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Unique Solutions To Reduce Technical Debt from 2023-08-10T04:00:44
In this preview of the upcoming Technology&Innovation North America event, five analysts provide their perspectives on how to reduce or avoid technical debt.
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Defining AI’s Role In Decision-Making from 2023-08-03T04:00:21
Will AI replace humans in making business decisions? Not so fast, says VP and Principal Analyst Brandon Purcell. In this episode, he reviews a new decision-making framework that defines how tech ca...
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Top 10 Emerging Technologies In 2023 from 2023-07-27T04:00:05
Struggling to figure out which emerging techs to focus on in the year ahead? In this episode, VP of Emerging Tech Portfolio Brian Hopkins and VP and Principal Analyst Michele Goetz discuss the top ...
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IoT Benefits And Risks from 2023-07-20T04:00:49
The internet of things (IoT) brings a lot of potential — and a lot of risk. In this episode, Principal Analyst Michele Pelino reviews the latest IoT use cases and Senior Analyst Paddy Harrington hi...
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Generative AI Steals The Spotlight At Cannes Lions from 2023-07-13T04:00:17
Excitement around generative AI was palpable at last month’s Cannes Lions International Festival of Creativity. VP and Principal Analyst Jay Pattisall discusses this and other festival highlights o...
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Unlocking The Value Of Conversational Intelligence from 2023-06-29T04:00:14
In this session from last year’s Data Strategy&Insights Forum, Principal Analyst Max Ball discusses the latest trends in conversational intelligence with Senior Analyst Christina McAllister and Pri...
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How “Tucked” CMOs Can Take Charge from 2023-06-22T04:00:58
Nearly half of B2C chief marketing officers don’t report to the CEO but instead, a different C-suite role. What’s behind the trend, and what should these “tucked” CMOs (and, really, all CMOs) do to...
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Applying 2022’s Security Lessons To 2023 Threats from 2023-06-15T04:00:09
The best way to predict the future is to understand the past. In this episode, Principal Analysts Sandy Carielli and Brian Wrozek share the security lessons learned in 2022 and how they apply to 20...
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The CIO’s Role In The Growth Agenda from 2023-06-08T04:00:57
As business becomes more technology-driven, the role of technology leaders is changing, as well. In this episode, VP, Senior Research Director Fred Giron and VP, Principal Analyst Ted Schadler disc...
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How Creative Commerce Fuels Loyalty Across The Customer Lifecycle from 2023-06-01T04:00:48
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst ...
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The Surprising Benefits Of Autism-Friendly Hiring Practices from 2023-05-25T04:00:34
As recruitment challenges persist, business leaders are looking to broaden their talent pools. In this episode, Senior Analysts David Mooter and Jonathan Roberts describe the benefits of implementi...
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For B2C Companies, Alignment = Profit from 2023-05-18T04:00:31
Aligning customer experience, marketing, and digital functions around customer needs fuels growth for B2C companies. VP and Group Director Melissa Parrish explains how to build and rev a B2C custom...
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A Three-Pronged Approach For Driving B2B Growth from 2023-05-11T04:00:49
Short-term strategies to win buyers’ dollars are failing B2B buyers and companies. To drive consistent, long-term growth, B2B leaders need to align on customer value. This week on What It Means, VP...
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Is Asynchronous Chat The Future Of Customer Service? from 2023-05-04T04:00:23
Asynchronous chat is poised to proliferate throughout the B2C ecosystem, redefining expectations around customer service. Senior Analyst Christina McAllister joins to discuss the benefits and pitf...
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How B2B Firms Can Win With Younger Buyers from 2023-04-27T04:00:04
Millennials and Gen Zers now comprise nearly two-thirds of B2B buyers. These younger buyers approach the buying process differently from their older counterparts — and they have higher expectations...
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How B2B Marketing Teams Can Align To Fuel Faster Growth from 2023-04-20T04:00:50
B2B marketing approaches often leave money on the table, say Principal Analysts John Arnold and Lisa Gately. On this episode of What It Means, they introduce lifecycle revenue marketing, a holistic...
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How Will Generative AI Change Business? from 2023-04-13T04:00:42
Generative AI is everywhere lately, but what will its real impact be on the enterprise? In this episode, Analyst Rowan Curran separates the hype from reality.
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The Business Case For Green Consumer Segmentation from 2023-04-06T04:00:24
When it comes to buying green, not all buyers are the same. In this episode, Vice Presidents and Principal Analysts Sucharita Kodali and Thomas Husson explain the benefits of segmenting your custom...
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Why CSR Must Be More Than Purpose Beyond Profit from 2023-03-30T04:00:02
B2B leaders are getting serious about corporate social responsibility (CSR). But until they see it as central and not peripheral to the business, its impact will be limited, says VP and Principal A...
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How B2B Marketing Leaders Can Deftly Navigate Uncertainty from 2023-03-23T04:00:53
How can B2B marketing leaders chart a steady course for growth in a fickle economy? By taking cues from companies that have achieved strong revenue growth, says VP and Principal Analyst Barbie Matt...
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What Is The Future Of The Office? from 2023-03-16T04:00:04
As companies plan their future workplace strategies, what role should the physical office play? Vice President, Research Director James McQuivey and Vice President, Principal Analyst J. P. Gownder ...
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Social Media Turmoil Drives New Ad Strategies from 2023-03-09T05:00:03
The turmoil happening in social media may be a good thing for advertisers. Find out why as Principal Analyst Kelsey Chickering discusses the current and future state of digital advertising in this ...
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Will AI Reinvent Software Development? from 2023-03-02T05:00:13
Will TuringBots revolutionize the way software is developed? Or will they open developers up to new risks? Vice Presidents and Principal Analysts Diego Lo Giudice and Mike Gualtieri debate the pros...
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Blockchain: It’s More Than Just Crypto from 2023-02-23T05:00:38
How closely is the fate of blockchain tied to cryptocurrency? Do NFTs have business value? In this episode, Vice President and Principal Analyst Martha Bennett dispels some blockchain myths and sha...
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Tech Trends To Watch In 2023 from 2023-02-16T05:00:43
Hear Forrester’s technology analysts share their 2023 predictions for AI, cloud, automation, edge/IoT, and software development.
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2023 European Predictions: Energy And Economic Woes Fuel Citizens’ Distrust from 2023-02-09T05:00:32
The war in Ukraine, exorbitant energy prices, and economic turbulence will have a profound impact on Europeans’ attitudes and choices in the months ahead. Principal Analysts Enza Iannopollo and Dan...
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The New Space Race — For Businesses from 2023-02-02T05:00:35
Low-Earth-orbit satellites open up a host of new opportunities for businesses. Should your firm be exploring these new solutions? Find out in this episode of What It Means.
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The Green Market Revolution Is Here: Are You Ready? from 2023-01-26T05:00:13
Climate change is among the biggest challenges we face, and the solution could be one of the biggest market opportunities in history. Learn about the unique opportunities provided by the green mark...
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What’s Behind The Lack Of Trust In Financial Services Firms? from 2023-01-19T05:00:38
Would it surprise you to learn that only 2% of US financial services brands were rated “strong” on trust by their customers? In this episode, Principal Analysts Alyson Clarke and Tom Mouhsian discu...
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Slow Economy, Tight Talent Market? How To Navigate The 2023 Paradox from 2023-01-12T05:00:23
The current economic downturn is unlike others that have preceded it. Instead of becoming more abundant, talent will continue to be constrained. What should companies do — and what should they avoi...
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As Global Economic Woes Spread, Asia Pacific Charts Its Own Path from 2023-01-05T05:00:41
In 2023, the economic fears that have plagued much of the rest of the world will dampen prospects for the APAC region. How will governments and business respond, and what should firms do to come ou...
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Unpacking Forrester’s 2023 Tech Leader Predictions from 2022-12-22T05:00:42
An unpredictable economy will spur some unexpected changes in the technology space in 2023. Stay one step ahead of them as VP, Senior Research Director Matt Guarini reviews our 2023 predictions for...
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CX Teams Face Diverging Fates In 2023 from 2022-12-15T05:00
The alarm bells are sounding: CX organizations are in trouble. One in five will find themselves on the chopping block in 2023 as the economy weakens, CX performance slips, and proof of ROI remains ...
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How A Sharper Customer Focus Will Fuel B2B Growth In 2023 from 2022-12-08T05:00:54
As inflation woes, market turbulence, and supply chain disruptions cloud the 2023 landscape, B2B organizations will look to their existing customers to forge a more predictable path to growth. On t...
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An Inside Look At Forrester’s Top 10 Emerging Technologies Report from 2022-12-01T05:00:49
Which emerging technologies should be on your radar in the year ahead? VP, Emerging Tech Portfolio Brian Hopkins and VP, Principal Analyst Julie Ask walk through Forrester’s list of the top 10 emer...
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The Role Of Synthetic Data In Expanding AI from 2022-11-17T05:00:03
As the demand for AI expands, so does the need for relevant data to develop the models that power AI. In this episode, Analyst Rowan Curran describes the role that synthetic data can play in expand...
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Automation’s Impact On The Future Of Jobs In APAC from 2022-11-10T05:00:13
Forrester forecasts that by 2040, 63 million jobs will be lost to automation across the five largest economies in APAC. Principal Analysts Michael O’Grady and Sam Higgins discuss the complex factor...
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The Growing Need For A Chief Automation Officer from 2022-11-03T04:00:46
As automation efforts continue to expand across the enterprise, one question looms large: Who should be overseeing the use of automation technologies in an organization? In this episode, Principal ...
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Is Your Organization Equipped To Handle Geopolitical Risks? from 2022-10-27T04:00:27
Is your security team effectively assessing your exposure to geopolitical risk? Principal Analyst Renee Murphy and Senior Analyst Allie Mellen provide some insights and next steps every security or...
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Find The CX Collaboration Strategy That’s Right For Your Company from 2022-10-20T04:00:02
No customer experience team, no matter how mighty, can achieve its strategic vision alone. Fostering the necessary cross-functional collaboration requires a strategy that taps into your organizatio...
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Where Did Gaia-X Go Wrong? from 2022-10-13T04:00:24
The Gaia-X initiative was launched in 2019 as a way for European governments to reclaim data sovereignty from non-European cloud hyperscalers. But it hasn’t lived up to its promise. In this episode...
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Where Tech Leaders Should Focus Spend In 2023 from 2022-10-06T04:00:10
Where should technology leaders focus their 2023 investments? In this episode, VP, Research Director Chris Gardner and Principal Analyst Chris Gilchrist review the recommendations in Forrester’s ne...
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The Secrets To Becoming An Effective Change Catalyst from 2022-09-29T04:00:37
Meaningful change in a company doesn’t have to come from the top. Anyone — regardless of seniority or title — can bring it about, say Vice Presidents Meta Karagianni and Peter Ostrow. On this week’...
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How B2B CMOs Can Spend To Succeed In 2023 from 2022-09-22T04:00:25
B2B marketing leaders will face intense budget scrutiny as they plan for 2023. But making reactive, cost-saving decisions could undermine long-term gains, cautions VP and Principal Analyst Barbie M...
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Succession Planning For The Security Org from 2022-09-15T04:00:01
Is overreliance on key security employees putting your entire organization at risk? Learn best practices for retention and succession planning in security from Senior Analyst Jess Burn.
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When Should Brands Take A Stand? from 2022-09-08T04:00:34
Consumers, employees, and shareholders increasingly expect companies to speak out on social and political issues. When should they, and how should they make the decision? On this week’s What It Mea...
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How Does Automation Enable Human Innovation? from 2022-09-01T04:00:09
Fears that automation will replace human creativity with mindless robots are unwarranted. VP, Principal Analyst Paul Miller and Principal Analyst Dan Bieler explain why in this episode.
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Tackling Technology’s Trust Problem from 2022-08-25T04:00:06
What can be done to address a growing lack of trust in technology? Principal Analyst Sara Watson digs into the causes of this issue and provides some examples of firms taking proactive steps to min...
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What COVID-Related Absenteeism Has Taught Us About Workforce Planning from 2022-08-18T04:00:36
COVID-related absenteeism continues to cause challenges across industries and business functions. In this episode, VP, Research Director James McQuivey and VP, Principal Analyst J. P. Gownder highl...
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The Case For Modernizing Your Operational Platforms from 2022-08-11T04:00:50
If aligning your operational platforms with your customer-facing platforms is way down on your IT roadmap, you might want to move it up. Hear VPs Linda Ivy-Rosser and Liz Herbert explain why in thi...
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Why The CIO-CMO Partnership Matters More Than Ever from 2022-08-04T04:00:40
Technology and marketing leaders need each other, and companies need strong technology-marketing partnerships. On this week’s What It Means, VP, Senior Research Director Matt Guarini and VP, Princi...
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Build A Successful Voice Of The Customer Program from 2022-07-28T04:00:09
Only 12% of CX pros rate their voice of the customer (VoC) program’s maturity as high or very high. In this episode of What It Means, Senior Analyst Colleen Fazio explains what’s blocking success w...
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Is Employee Wellness Broken? from 2022-07-21T04:01:55
There’s a giant disconnect between how executives view employee wellness and how employees view it. Senior Analyst Jonathan Roberts digs into the causes and impacts of that disconnect in this week’...
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It’s Time To Kick The Leads Habit from 2022-07-14T04:00
The traditional focus on individual, marketing-supplied leads is failing B2B companies and buyers. So why does it persist, and what’s a better alternative? VP, Principal Analyst Terry Flaherty and ...
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Encore Presentation — Avoid The Chatbot How-Can-I-Help-You Problem from 2022-07-07T04:00:10
The problem with chatbots can be summed up in one question: “How can I help you?” This question sets the expectation that a chatbot will be as helpful as a human agent, which isn’t true. But don’t ...
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The Trouble With Thought Leadership from 2022-06-30T04:00:35
Thought leadership content is everywhere. But, too often, it’s neither particularly thoughtful nor leading, say analysts Ian Bruce and Lisa Gately. On this week’s What It Means, they discuss what d...
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Why Are Brands Funding Misinformation? from 2022-06-23T04:00:22
Marketers are accidentally funding misinformation and fueling the proliferation of dangerous falsehoods. In this episode of What It Means, Principal Analyst Kelsey Chickering discusses how marketer...
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The Customer Obsession Balancing Act For B2B Firms from 2022-06-16T04:00:21
B2B companies that center their strategies and operations on customers far outperform their less customer-focused peers. Still, when it comes to customer obsession, more isn’t always better. Analys...
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The Best And Worst Security Practices From Around The World from 2022-06-09T04:00:48
The fact is, no business can stop every breach. So is it time to shift to a “post-breach” resilience strategy? Analyst Allie Mellen thinks so. This week, she discusses the best — and worst — securi...
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The Two Sides Of Technology’s Environmental Impact from 2022-06-02T04:00:39
Is emerging tech the cause of or the solution to the climate crisis? The answer is complicated. In this episode, Analyst Abhijit Sunil and VP, Research Director Glenn O’Donnell debate the benefits ...
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Multicloud Strategy By Design Or By Accident? from 2022-05-26T04:00:34
As more organizations branch out to use multiple cloud platforms and providers, the question becomes: Is there a strategy behind your multicloud decisions, or do they just happen? In this episode, ...
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Will Web3 Live Up To Its Promise? from 2022-05-19T04:00:44
Web3 proponents have a grand vision of a fairer internet. But will it ever become reality? VP, Principal Analyst Martha Bennett examines both sides of this complex question.
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The Business Case For Inclusive Design from 2022-05-12T04:00:38
Why has inclusive design become so important? On this episode of What It Means, Principal Analyst Gina Bhawalkar and UX Researcher Senem Biyikli delve into the multi-faceted benefits of inclusive d...
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Marketing And The Metaverse from 2022-05-05T04:00:05
Is the metaverse your ticket to marketing innovation or a quagmire into which marketing dollars will sink, never to be seen again? What is the metaverse, anyway? Join VP, Research Director Mike Pro...
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European Skill Clusters: A Solution To The Tech Talent Crunch? from 2022-04-28T04:00:28
With the tech talent crunch in Europe creating urgent challenges, business and technology leaders are looking beyond their local regions to fill their skills gaps. On this episode, Principal Analys...
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Content Localization Is A Competitive Differentiator from 2022-04-21T04:00:25
Tailoring content for regional buyers is key to good customer experience, yet many global B2B companies don’t give it the attention it deserves. On this week’s What It Means, Principal Analyst Kath...
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How B2B Firms Are Redefining Purpose from 2022-04-14T04:00:34
Following the lead of their B2C counterparts, B2B firms are embracing brand values and a broader notion of purpose. What’s at stake, and where do companies’ intentions fall short? On this week’s ep...
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What’s Next For Customer Loyalty? from 2022-04-07T04:00:37
Customer loyalty is not a new concept, but a confluence of trends has increased the emphasis that brands are placing on it. In this episode, VP and Principal Analyst Mary Pilecki dives into these t...
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Who Owns EX? from 2022-03-31T04:00:52
Employee experience is a vital function without a home in most organizations. In this episode, Principal Analysts Katy Tynan and David Johnson debate where the EX function should reside.
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Assessing The Risks Of Emerging Technologies from 2022-03-24T04:00:41
As a CIO, do you dread talking to your chief risk officer about emerging technologies? In this episode, you’ll learn how to lead that conversation effectively from Principal Analysts Renee Murphy a...
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The High Cost Of Skipping User Research from 2022-03-17T04:00:01
What's the biggest mistake CX orgs make? Listening to their gut. If you want to design experiences that strengthen customer loyalty, listen to this episode about user research featuring Senior Anal...
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The Key To Elevating IT’s Role? Its Operating Model from 2022-03-10T05:00:26
What’s the missing ingredient for an IT organization to deliver value in a customer-obsessed company? It may well be your operating model. Learn more as Principal Analyst Fiona Mark and VP, Princip...
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The Dawn Of A New Era In Healthcare from 2022-03-03T05:00:39
The past two years have shaped healthcare in profound and irreversible ways. In this episode of What It Means, Senior Analyst Natalie Schibell discusses the major shifts and what the future holds.
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Seeking Adaptivity? Lose The Jobs from 2022-02-24T05:00:39
How can your organization become more adaptive? Stop hiring for jobs. Principal Analyst Katy Tynan and VP, Principal Analyst J. P. Gownder break down Forrester’s new “no more jobs” talent model.
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Automation’s Profound And Complex Impact On EU Jobs from 2022-02-17T05:00:58
Will increased automation add to job losses in the Europe-5 countries or help diffuse a demographic time bomb? Analyst Michael O’Grady discusses our forecast for the future of jobs in Europe.
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Avoid The Chatbot How-Can-I-Help-You Problem from 2022-02-10T05:00:15
The problem with chatbots can be summed up in one sentence: “How can I help you?” This question sets the expectation that a chatbot will be as helpful as a human agent, which isn’t true. But don’t ...
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Bias In AI: Avoiding An Algorithmic Debacle from 2022-02-03T05:00:15
Are all algorithms inherently biased? Of course not, but the risk of AI gone wrong is a real one for many organizations. Find out why as VP, Principal Analyst Brandon Purcell discusses fairness in AI.
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Tech Trends To Watch In 2022 from 2022-01-27T05:00:43
Forrester analysts provide their 2022 predictions for AI, automation, cloud, and internet of things (IoT) in this special edition of What It Means.
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Predictions 2022: The Future Of Work Has Arrived. Now What? from 2022-01-20T05:00:08
The future of work became unexpectedly real during the pandemic. Find out how work will evolve in 2022, as VPs James McQuivey and J. P. Gownder dig into our 2022 predictions for the future of work.
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How To Make Sense Of, And Get The Most From, Sales Technology from 2022-01-13T05:00
Today’s sales technology can improve nearly every aspect of selling — if it’s chosen wisely. This week, VP and Senior Research Director Phil Harrell discusses how B2B sales leaders should evaluate ...
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Predictions 2022: Are Digital And Trust On A Collision Course? from 2022-01-06T05:00:52
How will the digital acceleration of 2021 impact trust patterns in 2022? Principal Analyst Enza Iannopollo provides an inside look at our 2022 digital trust predictions.
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Predictions 2022: B2B Marketing’s Now-Or-Never Moment from 2021-12-23T05:00:56
B2B marketing could be on the cusp of a momentous shift — if marketing leaders step up to the opportunity. VP and Principal Analyst Lori Wizdo and VP and Research Director Caroline Robertson explai...
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Predictions 2022: APAC Accelerates Into Its Digital Future from 2021-12-16T05:00:12
In the coming year, the Asia Pacific region will take decisive steps toward becoming a digital society. What does that entail, and what else is in store for businesses and consumers? VP and Researc...
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Predictions 2022: Values Come Front And Center For European Companies from 2021-12-09T05:00:34
Values-based consumers will drive major changes in the European economy in the coming year. Find out how as VP and Group Research Director Laura Koetzle discusses our 2022 European predictions.
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Predictions 2022: B2C CMOs Need To Adapt Or Get Sidelined from 2021-12-02T05:00:21
In 2022, B2C CMOs will either expand their remit and shine brighter than ever … or find themselves sidelined. The difference lies in whether a CMO can upskill and handle marketing’s new responsibil...
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Predictions 2022: Human Creativity Will Power Technology from 2021-11-18T05:00:03
Will technical debt get worse in 2022? How about shadow IT? Or the war for tech talent? Find out when VP and Senior Research Director Matt Guarini discusses our 2022 predictions for technology lead...
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Predictions 2022: How CX Can Shine In A Year Of Shortages from 2021-11-11T05:00:11
“Shortage” will be the name of the game in 2022. CX leaders will have to help their organizations contend with out-of-stock products, understaffing, and unhappy customers. Senior Analyst Judy Weade...
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B2B Buying Has Changed. How Should Marketers Respond? from 2021-11-04T04:00:52
The B2B buying process has changed dramatically in recent years, and particularly during the pandemic. Are the changes permanent, and what should marketers do to adapt? VP and Principal Analyst Bet...
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What’s Next For The CDO? from 2021-10-28T04:00:22
In this preview of our upcoming Data Strategy&Insights event, data executives from TIAA and Humana discuss the challenges and opportunities facing the chief data officer today.
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How B2B Marketing Leaders Can Plan For An(other) Unpredictable Year from 2021-10-21T04:00:45
Once again, marketing leaders find themselves planning for a year that seems to defy planning. How does the calculus differ this time around? On this week’s What It Means, Vice Presidents Craig Moo...
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The Risks And Rewards Of Biometric Data from 2021-10-14T04:00:24
Biometric data use is at a crossroads. Consumers love the convenience it provides but have privacy concerns. In this episode, VP, Research Director Merritt Maxim and VP, Principal Analyst Andras Cs...
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Transformation, Not Adaptation, Will Be Key For B2B Sales Leaders In 2022 from 2021-10-07T04:00:17
To succeed in 2022 and beyond, B2B sales leaders need to transform and embrace the new digital normal. Vice Presidents Mike Pregler and Stephanie Sissler explain what that requires in this discussi...
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Chasing The ROI Of Sustainability In Tech from 2021-09-30T04:00:13
Did you know that the technology industry accounts for more than 1.4% of global carbon emissions? So what are industry players doing about it? In this episode, Analyst Abhijit Sunil and Senior Cons...
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Could The Chip Shortage Derail Your IT Transformation? from 2021-09-23T04:00:06
The short-term impact of the chip shortage is clear to anyone who’s tried to buy something with a plug or a battery lately. But what long-term impacts should IT executives look out for? VP and Rese...
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A CISO’s Guide To Employee Empowerment from 2021-09-16T04:00:05
What’s the most important thing a security leader can do to empower their direct reports? Delegate. Learn how to do it effectively from VP, Principal Analyst Jeff Pollard in this week’s episode.
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Retailers: Here’s What To Expect During The 2021 Holiday Season from 2021-09-09T04:00:56
Last year, US retail sales increased 8.3% year over year. What will 2021 bring? VP and Research Director Fiona Swerdlow explains what retailers need to know before the season starts on this episode...
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Solve Customer Mysteries By Uniting Quant&Qual from 2021-09-02T04:00:15
Quantitative data science and qualitative design research deliver richer, more accurate customer insights by working together. VP and Principal Analyst Brandon Purcell joins What It Means to discus...
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The Why And How Of Co-Innovation from 2021-08-26T04:00:32
In an era of digital sameness and disruption, leaders need to look beyond their own four walls to innovate. In this episode, Vice Presidents Matt Guarini and Ted Schadler discuss the benefits and l...
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The Rising Cost Of Ransomware from 2021-08-19T04:00:07
What’s driving the increase in ransomware attacks, and what can security leaders do to protect their organizations? Analysts Allie Mellen and Steve Turner provide insight in this episode.
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Why Investing In Employee Wellness Is No Longer Optional from 2021-08-12T04:00:32
Employee wellness became a top priority during the pandemic. But will it remain one? VP, Principal Analyst James McQuivey and Analyst Jonathan Roberts discuss the role of employee wellness in the f...
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A CFO Within Marketing? For Mastercard, The Move Paid Off from 2021-08-05T04:00:58
As the pressure to prove marketing’s ROI intensifies, marketing leaders should work to build a strong alliance with their finance counterparts. Mastercard’s Chief Marketing and Communications Offic...
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Causes And Cures For Toxic Culture In The Security Org from 2021-07-29T04:00:17
There’s a culture crisis in the IT security field that could be putting firms at risk. Learn about the causes and cures of a toxic security culture from Principal Analyst Jinan Budge in this episod...
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The “Wild West” Era Of Digital Advertising Is Ending from 2021-07-22T04:00:24
The third-party cookie is riding off into the sunset, ending the Wild West era of digital advertising. What comes next? The answer is complicated, but the opportunities are many, explain VP, Princi...
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Innovative AND Sustainable? Akamai Says “Yes” from 2021-07-15T04:00:42
Are innovation and sustainability mutually exclusive? Not for tech firm Akamai. Get an inside look at Akamai’s strategies for driving innovation while meeting ambitious sustainability goals.
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Nestlé’s Tech-Driven Innovation At Work from 2021-07-08T04:00:18
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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Risk, Reward, And Trust In The B2B Sphere from 2021-07-01T04:00:01
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...
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Trust Is Up For Grabs — What’s Your Plan? from 2021-06-24T04:00:28
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 d...
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To Succeed In B2B Sales, Talent Alone Won’t Cut It from 2021-06-17T04:00:15
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 a...
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The Pandemic’s Lasting Impact On Employee Engagement from 2021-06-10T04:00:11
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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What It Takes To Create Audience-Centric B2B Content from 2021-06-03T04:00:14
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 An...
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What Is Design Debt? from 2021-05-27T04:00:22
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 experien...
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IT Industry Breathes A Sigh Of Relief In API Case from 2021-05-20T04:00:05
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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What Is A CX Tech Portfolio? from 2021-05-13T04:00:43
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 prof...
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The Pandemic’s Long-Term Lessons For Retailers from 2021-05-06T04:00:27
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 g...
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The Secret To Installing Creativity In Your Organization from 2021-04-29T04:00:57
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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Will Vaccines Bring Travel Back? from 2021-04-22T04:00:11
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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Business Resiliency Lessons Learned From COVID-19 from 2021-04-15T04:00:07
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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What’s The Role Of Vaccine Passports In The Return To Work? from 2021-04-08T04:00:30
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 an...
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Emerging Tech In Banking: What’s Hot And What’s Hype? from 2021-04-01T04:00:41
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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A Look Inside Enterprise Holdings’ Product Development Strategy from 2021-03-25T04:00:34
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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Healthcare’s Gone Virtual, And There’s No Going Back from 2021-03-18T04:00:29
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 ...
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The Time Is Right For A Federal CCO from 2021-03-11T05:00:57
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...
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How Customer Service Will Evolve In 2021 from 2021-03-04T05:00:30
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 Wha...
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Reaching Beyond Delight In Customer Journeys from 2021-02-25T05:00:08
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 Quintanilh...
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The State Of Consumer Trust from 2021-02-18T05:00:55
Is consumer trust disappearing? Join Senior Analyst Anjali Lai to explore why trust isn’t going away. Instead, it’s being earned in new ways and directed toward new entities.
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The Future Of B2B Sales: More Personalized And Process-Driven from 2021-02-11T05:00:48
COVID-19 accelerated changes that were already underway in B2B sales — and Vice President and Group Director Phil Harrell says there’s no turning back. On this week’s What It Means, he explains how...
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COVID Wrote The New Business Case For Digital from 2021-02-04T05:00:24
The COVID-19 pandemic has written a new digital business case for most companies. In this episode, Vice President and Principal Analyst Ted Schadler describes how successful firms are accelerating ...
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Quantum Computing: The Early Days (And Future Potential) from 2021-01-31T22:10:42.023393
Forrester VP and Principal Analyst Brian Hopkins gives us a lesson on quantum computing: what it is, what it isn’t, and why it’s important to explore — even while the boundaries of the technology a...
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The Fast Follower Model: Less Sexy, Still Successful from 2021-01-31T22:10:42.023393
Digital disruption has been the mantra of many over the past several years, but not everyone can be a disruptor — and not everyone needs to be a disruptor. Vice President and Research Director Pasc...
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The Future Of IT: Technology-Driven Innovation from 2021-01-31T22:10:42.023393
Information technology has changed substantially over the years, not just in the tech it deploys but in its influence within the business. Forrester’s Sharyn Leaver and Craig Le Clair discuss the f...
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Lessons From CES 2019: Consumer Technology Drives Brand Experience from 2021-01-31T22:10:42.023393
Consumers have more tech at their disposal than ever before. And it has fundamentally changed how they experience brands. VP & Principal Analyst Dipanjan Chatterjee discusses the latest from CES 20...
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Untangling The Martech Knot from 2021-01-31T22:10:42.023393
Martech changes, provides value, offers vaporware, and proliferates on a regular basis. So where does this leave marketers? Forrester Analysts Joe Stanhope, Rusty Warner, and Lori Wizdo help you un...
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Low-Code Platforms: Govern For Greatness from 2021-01-31T22:10:42.023393
Low-code development and shadow IT are not one and the same. As VP and Principal Analyst John Rymer explains, it’s all in how you govern.
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Why Corporations Are Bad At Engaging Startups from 2021-01-31T22:10:42.023393
Corporations can gain much-needed innovation by engaging startups. But as VP Carl Doty and Venture Scanner CEO Nader Ghaffari explain, most corporations lack the full-sector view and unbiased advic...
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The Shift From Remote Work To Anywhere Work from 2021-01-28T05:00:29
As they emerge from the pandemic, organizations are making decisions on remote-work strategies. In this episode of What It Means, VPs J. P. Gownder and James McQuivey discuss the anywhere-work stra...
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How B2B CMOs Can Win Over The Company Board from 2021-01-21T05:00:47
Principal Analyst Jennifer Rouse explains how B2B marketing leaders can avoid potential pitfalls in board presentations and secure buy-in for key initiatives.
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The Well-Being Opportunity For Financial Services Firms from 2021-01-14T05:00:21
The interests of financial services firms no longer align with those of the customers they serve, Senior Analyst Aurélie L’Hostis argues. In this week’s What It Means episode, she explains why a st...
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Tech Trends To Watch In 2021 from 2021-01-07T05:00:24
Forrester analysts provide their predictions for IoT, AI, blockchain, and cloud in this special edition of What It Means.
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Forrester Predictions Roundup: Explore The Trends That Will Define 2021 from 2020-12-31T05:00:47
As you prepare your plans for the new year, Forrester analysts review their top predictions for IT, marketing, sales, and CX professionals in this special episode of What It Means.
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How Manufacturing Will Get Smarter In 2021 from 2020-12-17T05:00:28
In 2021, manufacturing firms will accelerate the use of technologies that helped them through the pandemic. Principal Analyst Paul Miller provides a deeper look on this week’s episode of What It Me...
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European Predictions 2021: Regulators Prioritize AI And Remote Work from 2020-12-10T05:00:26
The year ahead will bring new regulatory frameworks, UK data chaos, and a shift in attitude toward remote work in the EU. VP and Group Director Laura Koetzle explains what lies ahead on this episod...
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CX Predictions 2021: Design For Consumer Trust from 2020-12-03T05:00:44
Consumer trust has always been important. But for 2021, consumer trust is underlined and bolded — nothing is more important for a brand’s survival. On this episode of What It Means with Vice Presid...
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Big Risks Are The Safest Option For B2C Marketing In 2021 from 2020-11-19T05:00:54
The tumult of 2020 has turned yesterday’s marketing best practices into today’s imperatives. Explore our B2C marketing predictions in this What It Means episode featuring VP, Principal Analyst Shar...
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In 2021, B2B Marketing And Sales Become More Human, Thanks To Tech from 2020-11-12T05:00:05
COVID-19 has changed B2B marketing and sales — perhaps forever. Savvy marketers and sellers will seize the moment and transform their approaches to become truly buyer-centric. On this week’s What I...
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Predictions 2021: What CIOs Can Expect In the Year Ahead from 2020-11-05T05:00:50
After a year no CIO could have predicted, what can IT leaders expect in 2021? In this episode, Vice Presidents Brian Hopkins and Matt Guarini review Forrester’s CIO predictions for 2021.
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Future Fit Technology: The CIO’s New Path Forward from 2020-10-29T04:00:28
In an era of systemic uncertainty, Forrester’s future fit technology model provides a blueprint for IT leaders seeking new ways forward. In this episode, we dig into the future fit model with Vice ...
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Best Of EX 2020 from 2020-10-22T04:00:02
Employee experience leaders were challenged like never before in 2020. In this episode, Forrester analysts provide examples of organizations that have successfully adapted their EX programs this year.
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Autonomous Finance: It’s A Matter Of Trust from 2020-10-15T04:00:53
With many business functions being automated, what makes financial services different? On this week’s episode, Principal Analyst Peter Wannemacher explores the issues of trust involved with autonom...
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The Role Of Technical Debt In The New Normal from 2020-10-08T04:00:07
Is the big push to digital transformation the end of technical debt? In this episode, VP and Principal Analyst Brian Hopkins discusses the issue in light of pandemic-driven, digital trends.
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How B2B Marketing Leaders Can Plan For The Unpredictable from 2020-10-01T04:00:55
How do you proactively plan at a time when so little is certain? On this week’s What It Means, Vice President and Research Director Jennifer Ross and Principal Analyst Adele Sweetwood explain how B...
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The“Next Normal”For Sales Will Be Data-Driven from 2020-09-24T04:00:10
As sales leaders plan for 2021, leaning into data and insights will be key to success. Vice President and Research Director Mike Pregler explains why and dives into other action items for sales lea...
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Lessons From The Pandemic For B2B Sales And Marketing Leaders from 2020-09-17T04:00:57
By disrupting familiar ways of working, the pandemic has forced B2B sales and marketing leaders to reprioritize and reflect. In this discussion of key priorities for European sales and marketing le...
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How To Successfully Pivot To Virtual Events from 2020-09-10T04:00:19
The pandemic has forced companies (including Forrester) to take planned in-person events virtual. What’s needed to make virtual events a success, and are they here to stay? Vice President and Globa...
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How The COVID-19 Pandemic Accelerated B2C Buying Trends from 2020-09-03T04:00:22
A confluence of forces is accelerating change in B2C buying this year. In this episode, VPs Sucharita Kodali and Mary Pilecki discuss the near- and long-term impacts.
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Find Your Firm’s Path To Customer Obsession from 2020-08-27T04:00:35
Customer obsession means putting the customer at the center of your business leadership, strategy, and operations. Learn how to define and operationalize a successful customer obsession strategy on...
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The Surprisingly Bright Future For CISOs from 2020-08-20T04:00:31
The CISO is no longer a terminal role. VP and Principal Analyst Jeff Pollard describes the abundance of options available for today’s CISO.
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Brands, Staying Neutral Is Not An Option from 2020-08-13T04:00:04
A brand’s silence on social justice issues can be louder than its words. On this episode of What It Means, VP and Principal Analyst Dipanjan Chatterjee explains why brands have to carefully assess ...
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The High Cost Of Cutting Marketing Budgets Now from 2020-08-06T04:00:48
Marketing resources can be easy targets in an economic downturn. Yet these cuts are shortsighted and put companies on weaker footing long-term, say Vice Presidents Laura Ramos and Keith Johnston. L...
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The Future Of Empowered Customers from 2020-07-30T04:00:40
What’s not changing: the five key dimensions of customer empowerment. What is changing: empowered customers’ desires. Dive deep into the shifting sands of consumer sentiment on this episode of What...
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How CIOs Can Build The IT Organization Of The Future from 2020-07-23T04:00
Increased focus on customer and employee experience will change how CIOs structure their IT organizations. In this episode of What It Means, Principal Analyst Gordon Barnett provides insight on how...
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CMOs Face Difficult Agency Decisions from 2020-07-16T04:00:38
The coronavirus pandemic has forced many firms to drastically cut marketing spending and reevaluate their agency relationships. In this episode of What It Means, Principal Analyst Jay Pattisall rev...
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Will COVID-19 Change Virtual Care Forever? from 2020-07-09T04:00:26
Virtual care is not a new concept, but the COVID-19 pandemic has driven a dramatic surge in adoption. In this episode of What It Means, Senior Analyst Arielle Trzcinski discusses what’s driving thi...
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The Future Of Advertising from 2020-07-02T04:00
The Wild West days of digital advertising are over. The next phase of advertising will focus on the customer experience. In this episode of What It Means, we feature VP and Principal Analyst Joanna...
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Scaling RPA The Smart Way from 2020-06-25T04:00:31
The COVID-19 pandemic has increased interest in robotic process automation (RPA), while its biggest challenge remains scale. In this episode, Vice President and Principal Analyst Craig Le Clair and...
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Digital Acceleration Meets Empathy: COVID-19’s Impact On Financial Services from 2020-06-18T04:00:24
The COVID-19 pandemic has accelerated digital efforts in the financial services industry while underscoring the need for customer empathy. Learn more from three analysts in this special episode of ...
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Customer Journey Mapping In A Crisis from 2020-06-11T04:00:39
Since the outbreak of the coronavirus pandemic, firms have struggled to keep on top of customers’ fast-changing needs. To succeed, look no further than the journey map. We’re joined by VP, Principa...
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Is It Time To Break Up With Social Media? from 2020-06-04T04:00:35
More than one in three consumers believe social media does more harm than good. Many brands spend tremendous time and money on social media, only to get a tepid (or even angry) response. On this ep...
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The Future Of Work Starts Now from 2020-05-28T04:00:41
The coronavirus pandemic has dramatically accelerated many of the trends that will define the future of work. In this episode of What It Means, Vice Presidents and Principal Analysts James McQuivey...
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What B2B Buyers Want from 2020-05-21T04:00:24
Today’s B2B buyers don’t want to be treated as targets but instead, as equal partners. On this week’s episode of What It Means, Principal Analyst Steven Casey and VP, Principal Analyst Lori Wizdo d...
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We’re At The Employee-Experience Strategy Inflection Point from 2020-05-14T04:00:58
The coronavirus pandemic has accelerated the arrival of the future of work. To succeed amid the rapid change, enterprises must build a strong employee experience, says Principal Analyst David Johns...
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The Need For Scenario Planning In Your Pandemic Recovery Strategy from 2020-05-07T04:00:02
A global pandemic has no definitive end date, which makes planning a formidable challenge for businesses. In this episode, Vice President and Group Director Stephanie Balaouras discusses the import...
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The Road Back For Retailers from 2020-04-30T04:00:45
The coronavirus outbreak has shuttered stores, left millions jobless, and changed the way consumers shop. As retailers scramble to adapt, their responses have uncovered weaknesses — but also reveal...
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Making It Work With Remote Work from 2020-04-23T04:00:56
Remote work is the new norm for information workers due to the coronavirus outbreak. Analyst Andrew Hewitt joins this episode of What It Means to discuss the pillars that make up a successful remot...
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To Design Great Experiences, Start With Research from 2020-04-16T04:00:13
Experiences that attract and retain customers start with customer-centric research. In this episode of What It Means, Senior Analyst Kelly Price explains how to conduct user research effectively am...
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The Role Of Enterprise Speed In An Adaptive Enterprise from 2020-04-09T04:00:37
The COVID-19 pandemic is forcing organizations to adapt and change. In this episode, Vice President and Principal Analyst James Staten describes how enterprise speed informs an organization’s abili...
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The Reemergence Of B2B Marketplaces from 2020-04-02T04:00:44
“The rise of the B2B marketplace” might read like a headline from the early 2000s, but it’s perhaps more relevant now than ever. In this episode of What It Means, Vice President and Research Direct...
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Data Literacy: The Secret To Customer Obsession from 2020-03-26T04:00:06
The key to becoming customer-obsessed is turning data into insights. In this episode, Principal Analyst Jennifer Belissent provides guidance on how to make your enterprise more data-literate.
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As Gender Constructs Shift, So Does Brand Messaging from 2020-03-19T04:00:24
Fixed gender constructs have begun to erode. As perceptions evolve, so do the ways that brands market to consumers. In this week’s podcast episode, VP and Principal Analyst Dipanjan Chatterjee disc...
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Tracking The Business Impact Of COVID-19 from 2020-03-11T14:40:47
In this special episode of What It Means, three Forrester analysts review the business impact of COVID-19 and provide guidance on activating a response plan.
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Building A Compelling CX Business Case from 2020-03-05T05:00:30
A persuasive customer experience (CX) business case delivers on the two Ms: measurable and meaningful. The case’s aims should be measurable (focused on metrics such as retention rate), but it also ...
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Rebooting The Sales-Marketing Relationship from 2020-02-27T05:00:47
The sales-marketing divide of old lives on at many companies. Overcoming it is critical to giving today's savvy buyers the seamless experience that they expect. On this week’s What It Means, Phil H...
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Employee Experience Bill Of Rights from 2020-02-20T05:00:46
The specter of automation-driven job loss has made employees anxious and resistant to change. Principal Analyst J. P. Gownder joins to explain how an employee experience (EX) “bill of rights” can a...
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Is 5G Right For Your Firm? from 2020-02-13T05:00:55
Firms debating the move to 5G have a number of factors to consider before determining whether it’s the right move. In this episode, Principal Analyst Dan Bieler discusses the benefits and challenge...
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AI + Customer Service: Transformation Starts From Within from 2020-02-06T05:00:27
Will contact centers soon be whittled down to a single all-knowing chatbot? Sorry, not quite. But AI will remake customer service, starting from the outside in. Discover the contact center of the f...
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Is A Customer Community Right For Your Brand? from 2020-01-30T05:00:55
Brands such as Glossier, Peloton, and Sephora have shown that community can be a potent marketing tool. But building and maintaining customer communities isn’t as easy as it looks. On this week’s W...
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Avoiding AI Gone Wrong: The Challenges Of Testing AI Applications from 2020-01-23T05:00:05
As AI-infused applications expand their reach, a question persists: How do you test the unknown? VP and Principal Analyst Diego Lo Giudice tackles that question — and more — in this week’s episode.
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How (And Why) To Leverage CX Champions Programs from 2020-01-16T05:00:39
Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s What It Means, Analyst Angelina Gennis joins t...
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2020: Agencies Turn Inward To Meet Performance Demands from 2020-01-09T05:00:30
Mounting pressures on marketing leaders to deliver better brand experiences are forcing agencies to evolve. On this week’s What It Means, Principal Analyst Jay Pattisall discusses the changes ahead...
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Emerging Tech In 2020: Four Trends CIOs Need To Watch from 2020-01-02T05:00:38
2020 will be another year of dramatic change in the emerging tech space, pushing IT leaders to keep pace. In this episode, Forrester analysts provide their top predictions in IoT, AI, edge computin...
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CIOs Embrace Uncertainty And Prioritize People In 2020 from 2019-12-26T05:00:51
CIOs, take note: 2020 will be a year of volatility, change, and opportunity for IT leaders. In this episode, VP and Principal Analyst Brian Hopkins reviews his 2020 CIO predictions and discusses wh...
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2020: A Make-Or-Break Year For CMOs? from 2019-12-19T05:00:11
The need to compete on customer and brand experience has redefined the CMO role and raised questions about the title’s fate. In this episode of What It Means, VP and Research Director Keith Johnsto...
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The Customer In 2020 Searches For Meaning from 2019-12-12T05:00:48
Join us on a journey to the center of the customer’s hollow universe. Forrester Senior Analyst Anjali Lai and VP and Principal Analyst James McQuivey explore why customers will yearn for brands to ...
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The Ambiguity-Laden March Toward People-Centric Design from 2019-12-05T05:00:58
We’ve gotten used to adapting to technology. But in the future, tech will adapt to us. On this episode, Hector Ouilhet, head of design for Google Search and Google Assistant, shares the latest in p...
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The Secret To Transformational CX Design: Your Org Chart from 2019-11-21T05:00:27
What does it take to design truly transformational, human-centric customer experiences? On this episode of What It Means, Bank of America’s Rachel Kobetz shares her insights.
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How Marketing Became Too Personal from 2019-11-14T05:00:09
Marketers’ efforts to get to know customers via data collection and personalization may be driving them away instead. On this week’s What It Means, Vice President and Group Director Melissa Parrish...
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It’s Time To Commit To Corporate Values from 2019-11-07T05:00:52
Organizations that have been slow to commit to corporate values can’t afford to be anymore. On this episode of What It Means, Senior Analyst Anjali Lai describes the urgency executives face in bala...
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Brexit Fact-Finding Mission from 2019-10-31T04:00:22
Brexit has been a three-year-long bumpy ride, and it’s not over yet. Listen in as VP and Group Director Laura Koetzle helps us untangle what’s happened, what could happen, and what companies should...
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Bridging The CMO-CIO Divide from 2019-10-24T04:00:03
CMO-CIO collaboration is critical to delivering the rich digital experiences that customers have come to expect. Forrester VP and Research Director Keith Johnston explains why good CMO-CIO partners...
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Amazon’s Rise In The Digital Ad Space from 2019-10-17T04:00:17
Amazon has staked its claim in the digital advertising space, challenging Google and Facebook’s dominance. In this week’s What It Means, learn how this will impact ad industry stakeholders and resh...
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Human-Centric UX Design from 2019-10-10T04:00:22
Design is in a state of misalignment with customer needs. Principal Analysts Gina Bhawalkar and Andrew Hogan discuss the benefits of inclusive and ethical design in an age of digital manipulation.
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Higher Use, Lower Prices For Enterprise Software from 2019-10-03T04:00:28
Enterprise software use continues to expand exponentially, finding its way into all areas of the enterprise. Then why is overall spending growth in this massive market slowing? Find out in this epi...
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Avoiding Islands Of Automation: Why You Need An Automation Framework from 2019-09-26T04:00:49
Deploying an automation pilot can bring quick results, but the real benefits come with a holistic strategy that connects all automation efforts across the enterprise. In this episode of What It Mea...
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An Inside Look At Ticketmaster’s Data Transformation Journey from 2019-09-19T04:00:03
On this week’s What It Means, Ticketmaster CMO Kathryn Frederick describes the eCommerce giant’s strategy of personalization through data transformation. Listen in and then get the latest on Ticket...
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Courage Required: The CIO’s Role In Building An Adaptive Enterprise from 2019-09-12T04:00:57
The benefits of becoming a more adaptive enterprise are many — but so are the roadblocks. In this episode of What It Means, VP and Research Director Pascal Matzke outlines the work CIOs must do to ...
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The Radical Remaking Of Financial Services In Asia Pacific from 2019-09-05T04:00:07
Financial services in Asia Pacific are in the middle of a radical departure from the past. Senior Analyst Zhi-Ying Barry joins to explain how the convergence of disparate forces are challenging the...
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The Future Of CX: Real Time, Ethics, And AI from 2019-08-29T04:00:45
Customer experience (CX) organizations will revamp their skills and strategies in response to new business dynamics and transformative technologies. Dive in to the future of CX on this week’s What ...
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To Transform Your Business, Start With The Employee Experience from 2019-08-22T04:00:09
Confident, well-prepared employees fuel business transformations. Overwhelmed employees who fear the future can’t. Learn how to build an empowering employee experience on this week’s What It Means.
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Let’s Reverse Cybersecurity’s Self-Inflicted Staffing Shortage from 2019-08-15T04:00:57
On this episode of What It Means, VP and Group Director Stephanie Balaouras and VP and Principal Analyst Jeff Pollard dissect the myths, misconceptions, and half-truths within the current cybersecu...
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Without Employee Activation, Business Strategies Are Just Hot Air from 2019-08-08T04:00:40
Strategies don’t yield business results. The execution of a winning strategy does. On this episode of What It Means, Principal Analyst Sam Stern and VP, Training & Certification Erin Streeter discu...
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The Organizational Architecture Of Innovation from 2019-08-01T04:00:17
Team structure sets the foundation for innovation. On this episode of What It Means, we’re joined by CEO Dennis Barnes to learn how RGAX organizes itself for transformative innovation.
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The Future Of Work from 2019-07-25T04:00:24
Automation possesses transformational power, and yet, just as with all emerging technologies, implementation is everything. This week, we’re joined by VPs and Principal Analysts J. P. Gownder and J...
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US CX Index 2019: Where Brands Are And How They’ll Excel from 2019-07-18T04:00:28
Forrester’s US CX Index™ 2019 revealed a modest increase in overall quality, with no brands achieving an “Excellent” score. VP, Research Director Harley Manning and Director, CX Analytics Michelle ...
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Entering Dullsville. Population: Too Many Brands from 2019-07-11T04:00:05
Brands have driven themselves straight into Dullsville. For years, they’ve slashed creative to the quick and overinvested in tech. Principal Analyst Jay Pattisall explains why you need both to succ...
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Will Facebook Survive? from 2019-06-27T04:00:12
For 18 months and counting, Facebook has been rocked by constant scandals. Senior Analyst Jessica Liu explains that Facebook will be fine in the short term. But in the long term . . . maybe not so ...
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How Lloyds Uses Privacy As A Differentiator from 2019-06-20T04:00:59
Privacy regulations can seem like a hassle. But if you want to grow customer affinity, privacy can be a strategic strength. Lloyds Banking Group Experience Strategist Laurent Christoph and Forreste...
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Implementing Zero Trust Compliance from 2019-06-13T04:00:22
What does a Zero Trust framework look like on the ground? On this episode of What It Means, we’re joined by Principal Analysts Renee Murphy and Chase Cunningham to explore the intersection of Zero ...
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Why Every Firm Needs A Values Strategy from 2019-06-06T04:00:10
On this episode of What It Means, Principal Analyst Rick Parrish lays out the case for why brands must craft a thoughtful values strategy — and why shouting values from the rooftops may not be righ...
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A Practical Guide To Evaluating Emerging Tech from 2019-05-30T04:00:06
When emerging tech hype meets reality, businesses can lose. On this episode of What It Means, VP and Principal Analyst Martha Bennett guides businesses through the difficult work of successfully le...
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“Direct-To-Value” Is An Opportunity For B2C Brands from 2019-05-23T04:00:26
How should incumbent brands respond to the direct-to-consumer (DTC) phenomenon? To help firms answer this crucial question, we’ve released Principal Analyst Ryan Skinner’s keynote from Consumer Mar...
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Edge Computing: How And Why Now from 2019-05-16T06:00:39
Intelligent technology is spreading to fridges, bridges, televisions, and more. Edge computing seeks to link these smart devices into a smart ecosystem that can work with previously unimaginable co...
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WW’s Digital Transformation Journey from 2019-05-09T06:00:20
With the infusion of tech into every aspect of modern business, a successful business transformation requires digital transformation. This week, WW CTO Michael Lysaght joins to explain how tech tra...
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Using Tech To Improve The Citizen Experience from 2019-05-02T06:00:40
Government agencies are striving to serve citizens better, faster, and more efficiently. As Principal Consultant Chris Gallacher notes, great citizen experience (CX) requires a revitalized tech cor...
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Marketers, Challenge False Assumptions To Truly Win Fans from 2019-04-25T06:00:59
With good intentions, marketers have made wrongful assumptions about what customers want, corroding consumer trust. Hear VP and Group Director Melissa Parrish explain how marketers succeed by valui...
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Yes, You Still Need To Prep For Brexit from 2019-04-18T06:00:59
The terms of Brexit are (still) uncertain. But you’ll thank yourself later if you prep for Brexit now. VP and Group Director Laura Koetzle advises how you should handle key issues on this week’s Wh...
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Operational Technology: The Key To Digital Transformation from 2019-04-11T06:00:16
Looking to drive new digital business models? Well, it’s not possible if you don’t address your operational technology. VP and Principal Analyst Liz Herbert explains why modernizing foundational te...
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Software Needs CEOs — And Vice Versa from 2019-04-04T06:00:57
Tech now plays a pivotal role in everything from apparel to banking. Digital transformation is crucial. But, as VPs and Principal Analysts John Rymer and Jeffrey Hammond explain, it’s only possible...
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B2B Is Also B2P (Business To Person) from 2019-03-28T05:00:06
The term “business-to-business” can be deceptive: You’re never really selling to a business; you’re selling to people who happen to work at a business. Principal Analyst TJ Keitt explains why this ...
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Boxed Shows The Winning Strategies of Direct-To-Consumer Brands from 2019-03-21T05:00:47
The explosive growth of direct-to-consumer brands rests on a mix of agility and superior CX. Boxed CEO Chieh Huang gives us a deep dive into his company’s winning philosophy and strategies.
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Strategy, Not Technology, Is The Key For Better Cybersecurity from 2019-03-14T05:00:40
The tagline for this year’s RSA Conference was “Better.” According to Forrester VP and Group Director Laura Koetzle, this tagline is apt. Cybersecurity is a jigsaw puzzle still in its box: All the ...
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Mobile World Congress 2019: Mobile’s Far From Dead from 2019-03-07T06:00:50
Don’t hold a funeral for mobile just yet. While the shiny promise of emerging technologies like AI may have stolen some of its spotlight, Mobile World Congress 2019 made it clear that mobile is the...
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Health Insurers: Innovation Under Pressure from 2019-02-28T06:00:11
Health insurers face threats and limitations. But that doesn’t have to be a bad thing. As Senior Analysts Arielle Trzcinski and Jeff Becker explain, health insurers have an opportunity to redefine ...
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Who Chooses Direct-To-Consumer Brands? from 2019-02-21T06:00:09
Why do people buy from direct-to-consumer brands? Until now, little research has been done to determine what’s driving consumers to choose DTC. Forrester Senior Analyst Anjali Lai shares pioneering...
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Predictions 2019: Highlights from 2019-02-14T06:00:55
2019 is shaping up to be a challenging year. The market may slow, but the pace of disruption won’t. Now isn’t the time to throw in the towel on digital transformation and CX. Instead, build a solid...
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