What It Means

A confluence of forces is accelerating change in B2C buying this year. In this episode, VPs Sucharita Kodali and Mary Pilecki discuss the near- and long-term impacts.

Customer obsession means putting the customer at the center of your business leadership, strategy, and operations. Learn how to define and operationalize a successful customer obsession strategy on this episode of What It Means with VP, Principal Analyst Shar VanBoskirk.

The CISO is no longer a terminal role. VP and Principal Analyst Jeff Pollard describes the abundance of options available for today’s CISO.

A brand’s silence on social justice issues can be louder than its words. On this episode of What It Means, VP and Principal Analyst Dipanjan Chatterjee explains why brands have to carefully assess what they stand for and communicate that to consumers and employees.

Marketing resources can be easy targets in an economic downturn. Yet these cuts are shortsighted and put companies on weaker footing long-term, say Vice Presidents Laura Ramos and Keith Johnston. Learn what companies and marketing leaders should do instead in this week’s What It Means episode.

What’s not changing: the five key dimensions of customer empowerment. What is changing: empowered customers’ desires. Dive deep into the shifting sands of consumer sentiment on this episode of What It Means, featuring Senior Analyst Anjali Lai.

Increased focus on customer and employee experience will change how CIOs structure their IT organizations. In this episode of What It Means, Principal Analyst Gordon Barnett provides insight on how CIOs can prepare their organization for the future of work.

The coronavirus pandemic has forced many firms to drastically cut marketing spending and reevaluate their agency relationships. In this episode of What It Means, Principal Analyst Jay Pattisall reviews the latest changes and what options CMOs have going forward.

Virtual care is not a new concept, but the COVID-19 pandemic has driven a dramatic surge in adoption. In this episode of What It Means, Senior Analyst Arielle Trzcinski discusses what’s driving this adoption and the future of virtual care.

The Wild West days of digital advertising are over. The next phase of advertising will focus on the customer experience. In this episode of What It Means, we feature VP and Principal Analyst Joanna O’Connell’s recent CX North America keynote discussing the future of advertising.