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
New AI Lessons In Coding, Marketing, And Product Design
In this episode, we look at how to avoid the risks of AI-enabled tools in three common business use cases: coding, marketing, and product design. The key takeaway from all three areas: There’s still a strong need to have a human in the loop to review your AI outputs.
Podcast
Temu On Tariffs, RSAC Review, SaaS Pricing Trends
In this episode, we look at how one online retailer is working to minimize the impact of tariffs on its business, provide a review of a major cybersecurity conference, and highlight a new trend in software-as-a-service (SaaS) pricing.
Podcast
Google’s Monopolies, Microsoft’s AI Agents, Intel’s Latest Deal
In this episode, we look at a major legal ruling that could shake up the adtech market, some new capabilities to make AI agents even smarter, and a tech industry deal that could breathe new life into a struggling giant.
Podcast
Oracle’s Data Breach Silence, Tariff Impacts, Homegrown Social Influencers
In this episode, we look at the ongoing fallout from two healthcare data breaches involving Oracle servers and what the on-again, off-again tariffs could mean for CIOs. Then we discuss the rising prominence of social media influencers in the B2B space — and why tapping your own employees could be a smart move.
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
CX Cast Replay: Paying Employees For CX Is A Bad Idea
Originally episode 147, this recording kicked off a theme we’ve continued to cover: employee CX. Show Notes: Originally episode 147, this recording kicked off a theme we’ve continued to cover: employee CX. VP, Principal Analyst Maxie Schmidt and former CX Cast host Sam Stern dive into how incentivizing better CX scores encourages unintended behaviors, stepping […]
Podcast
406: Is AI Revolutionizing The Contact Center?
This week, Principal Analyst Max Ball joins to explain the history and current state of AI in the contact center. Max highlights the immediate improvements brought on by AI and outlines areas where AI still has far to go. We also touch on the challenges faced by human agents and the confusion around terminology like "agentic" and "agents."
Podcast
405: High-Tech Industry CX Strategies
High-Tech firms operate in fiercely competitive and price-sensitive industries, making CX a potentially transformative differentiator — if implemented effectively. Principal Analyst Su Doyle joins us to share practical CX strategies tailored for high-tech firms, emphasizing the importance of aligning CX with business objectives, leveraging customer success programs, and adopting performance-focused approaches to drive growth and improve customer relationships.
Podcast
404: No More Excuses: Practice Customer Obsession The Right Way
All those reasons why customer obsession is too hard don’t matter. Customer experience wins business. VP, Principal Analyst Shar VanBoskirk explains how customer obsession is not just a goal, but a continuous practice that can lead to significant improvements in customer experience and business efficiency. She shares real world examples, challenges in measuring customer obsession, and […]