What It Means: A Forrester Podcast

Recent Episodes

Is 5G Right For Your Firm?

Posted February 13, 2020 • 00:24:17

Firms debating the move to 5G have a number of factors to consider before determining whether it’s the right move. In this episode, Principal...

AI + Customer Service: Transformation Starts From Within

Posted February 6, 2020 • 00:32:52

Will contact centers soon be whittled down to a single all-knowing chatbot? Sorry, not quite. But AI will remake customer service, starting from the...

Is A Customer Community Right For Your Brand?

Posted January 30, 2020 • 00:25:04

Brands such as Glossier, Peloton, and Sephora have shown that community can be a potent marketing tool. But building and maintaining customer communities...

Avoiding AI Gone Wrong: The Challenges Of Testing AI Applications

Posted January 23, 2020 • 00:25:26

As AI-infused applications expand their reach, a question persists: How do you test the unknown? VP and Principal Analyst Diego Lo Giudice tackles that...

How (And Why) To Leverage CX Champions Programs

Posted January 16, 2020 • 00:19:34

Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s...