What It Means: A Forrester Podcast
Each week, the What It Means podcast invites Forrester analysts to discuss the latest trends and challenges to help business and technology leaders make bold decisions and become truly customer-obsessed.
Podcast
The CMO Role Is Alive And Well
Reports of the demise of the CMO role have been greatly exaggerated, say VP and Principal Analyst Ian Bruce and VP and Research Director Mike Proulx. On this week’s What It Means episode, they dive into new research that paints a highly nuanced picture of the prevalence and tenure of CMOs.
Podcast
AI’s Role In The Public Sector
What are the most compelling AI use cases in the public sector, and what are some of the challenges? Find out as Principal Analyst Sam Higgins shares insights on the current state and future outlook for AI in the public sector globally.
Podcast
How Close Are We To Killing Passwords?
Are passwords obsolete or still a necessary evil? In this episode, Vice President and Principal Analyst Andras Cser and Principal Analyst Geoff Cairns describe where we are on the path to passwordless authentication for both enterprise and consumer users.
Podcast
Digital Doubles Vs. Digital Twins: Unraveling The Distinctions
There are digital doubles and digital twins. How can you tell the two apart? And more importantly, are either (or both) right for your organization? Vice President and Principal Analyst Paul Miller and Senior Analyst Stephanie Liu provide clarity in this episode.
The CX Cast
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.
Podcast
372: Are Your Personas Hit Or Miss?
Personas are a foundational, seemingly simple tool—yet they’re deceptively challenging. That’s the premise of the latest research by Audrey Chee-Read and Gina Bhawalkar, which includes best practice reports and persona builder tools. They offer examples of effective and ineffective personas to increase the ROI of your efforts.
Podcast
371: Behaviors Are The Building Blocks Of Customer-Focused Culture
Culture change is necessary for an organization to be more customer obsessed and deliver better customer experiences. That culture change requires specifying the customer-focused behaviors that lead to customer loyalty. CX Cast co-host Angelina describes the process to determine and assess your organization’s ideal behaviors and drive adoption of targeted behavior change to align with customer and business priorities.
Podcast
370: Your CX Cast Budget Planning Guide
Forrester's annual Budget Planning Guide for Customer Experience offers data-driven guidance on where to increase, decrease, or experiment with your budget for 2025. Co-authors Principal Analyst Riccardo Pasto and VP, Executive Partner Katy Cobian explain the research process for creating the recommendations and how CX pros should use the budget planning guide.
Podcast
369: How To Plan A CX Day
CX Day is an annual event for a lot of organizations, usually occurring the first week of October. Successful CX Days require planning to ensure momentum is built before the event and excitement for CX is sustained after the event. With a great theme and employee-focused planning, you can use CX Day as a moment […]