Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience to strategic stature. In 2012, this shift manifested itself privately through sweeping organizational changes at companies in nearly every industry — and shined publicly through an increase in mainstream media mentions, a proliferation of customer experience conferences, and a burgeoning community of practitioners.
In 2013, leaders who gathered momentum over the past few years will look to reinvigorate their efforts and avoid stalling out. These companies — and those that seek to follow their lead — will turn a close eye to their internal operations and renew their focus on customer insights. Meanwhile, laggards will take shortcuts to catch the customer experience train — and will crash and burn as a result of their own short-sightedness.
In this webinar, analysts Kerry Bodine and Ron Rogowski share Forrester's predictions for what Customer Experience Professionals should expect in the year ahead.
- What were the major developments in the field of customer experience in 2012?
- How will the field evolve in 2013?
- What activities will organizations focus on in 2013 as they work to differentiate through customer experience?
- 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?
- What pitfalls do you need to avoid?