What It Means

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.

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.

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

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.

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

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.