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What It Means

Business & Economics Podcasts

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.

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.

Location:

United States

Description:

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.

Twitter:

@forrester

Language:

English

Contact:

617-613-6000


Episodes

What Is A CX Tech Portfolio?

5/13/2021
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.

Duration:00:24:46

The Pandemic’s Long-Term Lessons For Retailers

5/6/2021
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.

Duration:00:28:15

The Secret To Installing Creativity In Your Organization

4/29/2021
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.

Duration:00:37:18

Will Vaccines Bring Travel Back?

4/22/2021
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.

Duration:00:29:18

Business Resiliency Lessons Learned From COVID-19

4/15/2021
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.

Duration:00:29:35

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

4/8/2021
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.

Duration:00:25:49

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

4/1/2021
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.

Duration:00:23:50

A Look Inside Enterprise Holdings’ Product Development Strategy

3/25/2021
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.

Duration:00:28:59

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

3/18/2021
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.

Duration:00:26:52

The Time Is Right For A Federal CCO

3/11/2021
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.

Duration:00:24:56

How Customer Service Will Evolve In 2021

3/4/2021
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.

Duration:00:31:40

Reaching Beyond Delight In Customer Journeys

2/25/2021
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.

Duration:00:30:49

The State Of Consumer Trust

2/18/2021
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.

Duration:00:27:03

The Future Of B2B Sales: More Personalized And Process-Driven

2/11/2021
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 sales organizations can position themselves for success in a permanently altered landscape.

Duration:00:29:07

COVID Wrote The New Business Case For Digital

2/4/2021
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 their digital transformation in 2021.

Duration:00:24:20

The Shift From Remote Work To Anywhere Work

1/28/2021
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 strategy as a solution.

Duration:00:31:02

How B2B CMOs Can Win Over The Company Board

1/21/2021
Principal Analyst Jennifer Rouse explains how B2B marketing leaders can avoid potential pitfalls in board presentations and secure buy-in for key initiatives.

Duration:00:21:24

The Well-Being Opportunity For Financial Services Firms

1/14/2021
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 strategic focus on consumers’ financial well-being is key to driving loyalty and future growth.

Duration:00:32:52

Tech Trends To Watch In 2021

1/7/2021
Forrester analysts provide their predictions for IoT, AI, blockchain, and cloud in this special edition of What It Means.

Duration:00:21:09

Forrester Predictions Roundup: Explore The Trends That Will Define 2021

12/31/2020
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.

Duration:00:18:58