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.


October 19, 2017

Rewriting the insurance market

Principal Analyst Ellen Carney discusses the societal, consumer, and technology changes that are rewriting the insurance market — and provides guidance for insurers in this new world.

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October 12, 2017

The ethical pitfalls of AI

Senior Analyst Brandon Purcell discusses the current ethical pitfalls and unintended consequences of artificial intelligence and what’s at stake for executives and organizations.

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October 5, 2017

Making sense of martech

Vice President and Principal Analyst Joe Stanhope discusses the current state of marketing technology — and the real opportunity for marketers to master this technology to drive a fundamental shift in their operations.

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September 28, 2017

Autonomous vehicles will reshape the global economy: part two

Forrester Analysts Carl Doty and Laura Koetzle continue their discussion on autonomous vehicles and how they will profoundly transform key industry domains.

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September 21, 2017

Autonomous vehicles will reshape the global economy: part one

Forrester Analysts Carl Doty and Laura Koetzle discuss the implications of autonomous vehicles — and how they will reshape the economy, society, and industries.

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September 14, 2017

Culture transformation — the potential and purpose

Forrester Analyst Sam Stern discusses the linkage between culture change and purpose — and how companies can overcome the challenges of culture transformation.

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September 7, 2017

From digital disruption to self-disruption: an outside in approach

Forrester Analyst Nigel Fenwick discusses self-disruption and how traditional companies can translate extraordinary strengths into a disruptive mindset and motion.

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August 31, 2017

The risks and rewards of artificial intelligence

Forrester Analysts Mike Gualtieri and TJ Keitt discuss the risks and rewards of artificial intelligence — and what actions companies must take to best leverage AI.

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August 24, 2017

The fractured banking model — embrace or fight change?

Senior Analyst Peter Wannemacher discusses why the once all-powerful banking model is now delicate and unstable — and the choice banks must make to remain relevant.

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August 17, 2017

Blockchain fever: the potential and challenges of blockchain technology

Principal Analyst Martha Bennett disentangles the hype from the reality of blockchain technology — and discusses its revolutionary potential for the economy.

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August 10, 2017

The decline of consumer trust and what to do about it

Forrester Senior Analyst Tom Champion discusses the decline of consumer trust and how companies can rebuild brand equity with transparency, integrity, and competency.

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August 3, 2017

The battle for talent

Forrester Analysts Marc Cecere and Jeffrey Hammond talk through the battle for talent and how companies are making fundamental changes to ensure they can compete and win in the age of the customer.

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July 27, 2017

How and why customers are empowered

Forrester Senior Analyst Anjali Lai shares why companies need to think about customers in the context of their motivations (not just demographics or current behaviors) and measure predictive factors to get ahead of rising customer expectations and potential churn.

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July 20, 2017

The new brand framework: how emotions fuel your brand energy

Vice President and Principal Analyst Dipanjan Chatterjee discusses the evolution of brand management — and why legacy brand frameworks no longer cut it in the age of the customer.

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July 13, 2017

Digital business transformation: where we are and where we’re headed

Forrester Vice President and Principal Analyst Julie Ask shares what’s in the way for most companies trying to transform digitally — and provides a new way of thinking and working to gain momentum.

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July 6, 2017

Demystifying the internet of things (IoT)

Forrester Vice President and Principal Analyst Frank Gillett provides a structured view of IoT — what it is, how to use it, and why you should.

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June 29, 2017

The power of defining moments

Bestselling author and Stanford professor Chip Heath examines how identifying and building “defining moments” is changing the game for experience design and financial performance.

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June 22, 2017

The consequences of the end of advertising

Forrester Analysts James McQuivey and Keith Johnston continue their discussion on the end of interruption-based advertising and reveal who the winners and losers will be in this new world.

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June 15, 2017

The end of advertising as we know it

Forrester Analysts James McQuivey and Keith Johnston describe a seemingly inevitable shift in advertising: from interruptive ads to experience-driven relationships.

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June 8, 2017

Carnival Corporation’s experience revolution

Carnival Corporation’s Chief Experience and Innovation Officer John Padgett shares how Carnival is using technology to revolutionize the way we travel.

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June 1, 2017

The power of a values-based strategy

Forrester Principal Analyst Jim Nail shares how brands can align with consumers’ values to win their hearts and wallets.

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May 25, 2017

Countdown to GDPR

Forrester Principal Analyst Fatemeh Khatibloo examines the impact of the new General Data Protection Regulation (GDPR), which rewrites privacy rules and converts privacy as a human right to a force of market disruption.

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May 18, 2017

Prioritizing cybersecurity: learnings from WannaCry

Forrester Principal Analyst Jeff Pollard explains the WannaCry ransomware attack and what it means to business and technology leaders as companies and institutions become increasingly under siege from cyberthreats.

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May 11, 2017

The death of a (B2B) salesman

Forrester Vice President and Principal Analyst Andy Hoar discusses the large-scale displacement of B2B sales reps by 2020, triggered by the powerful combination of empowered customers and digital technologies.

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May 4, 2017

Futurology: from mobile silos to open ecosystems

Forrester Vice President and Principal Analyst Michael Facemire describes a technology future that is on one level so obvious and human but on another level fundamentally disruptive.

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April 27, 2017

The uncertain future of banks

Forrester Vice President and Research Director Benjamin Ensor discusses the uncertain future of banks — and the outside players threatening banks’ relationship with customers.

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April 20, 2017

With me or against me: the values-based consumer

Forrester Senior Data Analyst Anjali Lai examines how the current turbulent social climate and the emergence of the values-based consumer are putting pressure on brands to take a stand.

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April 13, 2017

The rise of the industrial digital platform

Forrester Vice President and Research Director Pascal Matzke examines the rise of industrial digital platforms and how they are changing businesses and creating new and powerful products and markets.

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April 6, 2017

Man and machine: the future of jobs

Forrester Vice President and Principal Analyst J.P. Gownder digs into how automation and robotics will affect employment and the very nature of jobs.

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March 30, 2017

The retailer’s dilemma — a brick-and-mortar or brand problem (or both)?

Forrester Principal Analyst Brendan Witcher examines the current and somewhat confusing state of retail, disentangling why some retailers are struggling in a market that has more tailwinds than headwinds.

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March 23, 2017

The CIA breach and the IoT security wake-up call

Forrester Principal Analyst Jeff Pollard discusses the implications of the CIA breach — exposing the immediate and far-reaching security threats driven by the internet of things (IoT) at a time when many companies are prioritizing time-to-market over minimizing risk.

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March 16, 2017

Rethinking customer loyalty

Forrester Analysts Emily Collins and Rick Parrish examine the changing — or eroding — state of customer loyalty, as aged loyalty programs are misfiring against customer priorities and companies struggle for the hearts, minds, and spend of empowered, restless customers.

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March 9, 2017

The new tech revolution

Forrester Vice President and Principal Analyst Brian Hopkins discusses the new technology revolution and its far-reaching implications in terms of what companies are and how they need to work.

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March 2, 2017

The economics of CX

Forrester Principal Analyst Maxie Schmidt-Subramanian reveals the powerful (potential) relationship between customer experience (CX) efforts and financial performance — as well as the challenges many are facing to convert on that opportunity.

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February 23, 2017

The new business of emotion

Forrester Vice President and Principal Analyst James McQuivey delves into the recent discoveries on how emotion really works and what it means for your brand and customer experience design.

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Join hosts Jennifer Isabella and Victor Milligan each week for a conversation with thought leaders.