Forrester

DESCRIPTION

There's so much happening in the customer experience space right now. We're seeing massive changes in consumer and enterprise technology, which are enabling personal and social experiences unlike any we've ever seen. In addition, customer experience is gaining unprecedented importance across the enterprise as execs realize just how crucial it is to their overall success. We expect the combination of these factors to have significant influence on the daily workings of most organizations — and in the customer experience transformation firms, design agencies, and technology vendors that they call on for help.

2011 is going to be a spectacular one for Customer Experience Professionals. They'll find the year ahead to be a challenging one, but they can also take several steps to ensure their success.

Analysts Kerry Bodine and Ron Rogowski cover the top trends that Forrester believes every Customer Experience Professional show know about for the year ahead.

Agenda:

• How will the customer experience ecosystem evolve in 2011?
• What impact will the emerging ecosystem have on the way companies approach their strategic initiatives and organizations?
• What do these changes mean for the various players in the customer experience vendor landscape?
• What can you do to stay ahead of all these changes?