Encore Presentation — Avoid The Chatbot How-Can-I-Help-You Problem

Why The CIO-CMO Partnership Matters More Than Ever: Technology and marketing leaders need each other, and companies need strong technology-marketing partnerships. On this week’s What It Means, VP, Senior Research Director Matt Guarini and VP, Principal Analyst Thomas Husson explain why the CIO-CMO relat... by What It Means

29 min listen

Will Web3 Live Up To Its Promise?: Web3 proponents have a grand vision of a fairer internet. But will it ever become reality? VP, Principal Analyst Martha Bennett examines both sides of this complex question. by What It Means

33 min listen

Encore Presentation — Avoid The Chatbot How-Can-I-Help-You Problem: The problem with chatbots can be summed up in one question: “How can I help you?” This question sets the expectation that a chatbot will be as helpful as a human agent, which isn’t true. But don’t scrap all your chatbots. Instead, by What It Means

35 min listen

What COVID-Related Absenteeism Has Taught Us About Workforce Planning: COVID-related absenteeism continues to cause challenges across industries and business functions. In this episode, VP, Research Director James McQuivey and VP, Principal Analyst J. P. Gownder highlight some key learnings for workforce planning. by What It Means

25 min listen

The Best And Worst Security Practices From Around The World: The fact is, no business can stop every breach. So is it time to shift to a “post-breach” resilience strategy? Analyst Allie Mellen thinks so. This week, she discusses the best — and worst — security practices from various global regions. by What It Means

30 min listen

The Trouble With Thought Leadership: Thought leadership content is everywhere. But, too often, it’s neither particularly thoughtful nor leading, say analysts Ian Bruce and Lisa Gately. On this week’s What It Means, they discuss what defines good thought leadership and how B2B firms can cr... by What It Means

28 min listen

What’s Behind The Lack Of Trust In Financial Services Firms?: Would it surprise you to learn that only 2% of US financial services brands were rated “strong” on trust by their customers? In this episode, Principal Analysts Alyson Clarke and Tom Mouhsian discuss new research digging into the drivers and impacts of... by What It Means

26 min listen

Build A Successful Voice Of The Customer Program: Only 12% of CX pros rate their voice of the customer (VoC) program’s maturity as high or very high. In this episode of What It Means, Senior Analyst Colleen Fazio explains what’s blocking success with VoC and how CX professionals can derive value and g... by What It Means

26 min listen

The Two Sides Of Technology’s Environmental Impact: Is emerging tech the cause of or the solution to the climate crisis? The answer is complicated. In this episode, Analyst Abhijit Sunil and VP, Research Director Glenn O’Donnell debate the benefits and impacts of emerging tech on the environment. by What It Means

34 min listen

Why Are Brands Funding Misinformation?: Marketers are accidentally funding misinformation and fueling the proliferation of dangerous falsehoods. In this episode of What It Means, Principal Analyst Kelsey Chickering discusses how marketers can protect their brand from this phenomenon. by What It Means

31 min listen

The Customer Obsession Balancing Act For B2B Firms: B2B companies that center their strategies and operations on customers far outperform their less customer-focused peers. Still, when it comes to customer obsession, more isn’t always better. Analysts Amy Bills and Nick Buck explain on this week’s podca... by What It Means

27 min listen

Predictions 2024: Where Will AI Go Next?: Where will AI go next? That’s the biggest question of 2024. In this special episode, nine Forrester analysts discuss what’s behind our 2024 predictions for AI and what the implications will be. by What It Means

26 min listen

Unpacking Forrester’s 2023 Tech Leader Predictions: An unpredictable economy will spur some unexpected changes in the technology space in 2023. Stay one step ahead of them as VP, Senior Research Director Matt Guarini reviews our 2023 predictions for tech leaders. by What It Means

26 min listen

When Should Brands Take A Stand?: Consumers, employees, and shareholders increasingly expect companies to speak out on social and political issues. When should they, and how should they make the decision? On this week’s What It Means, Vice President, by What It Means

36 min listen

Multicloud Strategy By Design Or By Accident?: As more organizations branch out to use multiple cloud platforms and providers, the question becomes: Is there a strategy behind your multicloud decisions, or do they just happen? In this episode, Principal Analyst Lee Sustar and Senior Analyst Tracy W... by What It Means

32 min listen

Tackling Technology’s Trust Problem: What can be done to address a growing lack of trust in technology? Principal Analyst Sara Watson digs into the causes of this issue and provides some examples of firms taking proactive steps to minimize its impact. by What It Means

27 min listen

The Role Of Synthetic Data In Expanding AI: As the demand for AI expands, so does the need for relevant data to develop the models that power AI. In this episode, Analyst Rowan Curran describes the role that synthetic data can play in expanding your AI efforts. by What It Means

26 min listen

CX Teams Face Diverging Fates In 2023: The alarm bells are sounding: CX organizations are in trouble. One in five will find themselves on the chopping block in 2023 as the economy weakens, CX performance slips, and proof of ROI remains elusive. But there’s good news, too. by What It Means

32 min listen

Is Employee Wellness Broken?: There’s a giant disconnect between how executives view employee wellness and how employees view it. Senior Analyst Jonathan Roberts digs into the causes and impacts of that disconnect in this week’s episode. by What It Means

24 min listen

Social Media Turmoil Drives New Ad Strategies: The turmoil happening in social media may be a good thing for advertisers. Find out why as Principal Analyst Kelsey Chickering discusses the current and future state of digital advertising in this episode. by What It Means

21 min listen

Find The CX Collaboration Strategy That’s Right For Your Company: No customer experience team, no matter how mighty, can achieve its strategic vision alone. Fostering the necessary cross-functional collaboration requires a strategy that taps into your organization’s existing strengths and cultural norms, by What It Means

29 min listen

The Secrets To Becoming An Effective Change Catalyst: Meaningful change in a company doesn’t have to come from the top. Anyone — regardless of seniority or title — can bring it about, say Vice Presidents Meta Karagianni and Peter Ostrow. On this week’s What It Means, by What It Means

35 min listen

The Case For Modernizing Your Operational Platforms: If aligning your operational platforms with your customer-facing platforms is way down on your IT roadmap, you might want to move it up. Hear VPs Linda Ivy-Rosser and Liz Herbert explain why in this episode. by What It Means

28 min listen

It’s Time To Kick The Leads Habit: The traditional focus on individual, marketing-supplied leads is failing B2B companies and buyers. So why does it persist, and what’s a better alternative? VP, Principal Analyst Terry Flaherty and VP, Research Director Mike Pregler discuss on this week... by What It Means

35 min listen

How B2B CMOs Can Spend To Succeed In 2023: B2B marketing leaders will face intense budget scrutiny as they plan for 2023. But making reactive, cost-saving decisions could undermine long-term gains, cautions VP and Principal Analyst Barbie Mattie. On this week’s What It Means, by What It Means

24 min listen

How B2B Marketing Teams Can Align To Fuel Faster Growth: B2B marketing approaches often leave money on the table, say Principal Analysts John Arnold and Lisa Gately. On this episode of What It Means, they introduce lifecycle revenue marketing, a holistic approach to capturing growth opportunities with new an... by What It Means

29 min listen

Will AI Reinvent Software Development?: Will TuringBots revolutionize the way software is developed? Or will they open developers up to new risks? Vice Presidents and Principal Analysts Diego Lo Giudice and Mike Gualtieri debate the pros and cons of AI for software development in this episod... by What It Means

31 min listen

Where Did Gaia-X Go Wrong?: The Gaia-X initiative was launched in 2019 as a way for European governments to reclaim data sovereignty from non-European cloud hyperscalers. But it hasn’t lived up to its promise. In this episode, senior analysts Dario Maisto and Jeffrey Rajamani pro... by What It Means

29 min listen

Defining AI’s Role In Decision-Making: Will AI replace humans in making business decisions? Not so fast, says VP and Principal Analyst Brandon Purcell. In this episode, he reviews a new decision-making framework that defines how tech can help guide — but not make — our most critical decisions. by What It Means

25 min listen

2023 European Predictions: Energy And Economic Woes Fuel Citizens’ Distrust: The war in Ukraine, exorbitant energy prices, and economic turbulence will have a profound impact on Europeans’ attitudes and choices in the months ahead. Principal Analysts Enza Iannopollo and Dan Bieler break down Forrester’s 2023 predictions for Eur... by What It Means

34 min listen

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Encore Presentation — Avoid The Chatbot How-Can-I-Help-You Problem

Encore Presentation — Avoid The Chatbot How-Can-I-Help-You Problem

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