Closing The Experience Gaps

Improving customer experience is now the No. 1 priority of business executives. And as Forrester's revised Customer Experience Index makes clear, simply meeting needs is not enough to deliver effective, easy, enjoyable customer experiences. Instead, firms must overcome experience gaps in performance, convenience, personalization, and trust by adopting a new experience architecture and philosophy. Fast-moving customer teams in eBusiness, marketing, and customer experience eagerly adopt software that closes the gaps.

In this Webinar, we describe the gaps and help CIOs and technology managers craft a business technology (BT) agenda that includes the technology, systems, and processes to close the gaps.

Agenda:

• Why is delivering great customer experiences now job No. 1?
• What are the gaps preventing great customer experiences?
• What is the new architecture and philosophy of experience delivery?
• What software do you need to close the gaps?
• What is the CIO's role in closing the experience gaps?
• What does this mean for the experience economy?

Key takeaways:

• Understand the role of technology in closing the experience gaps of performance, convenience, performance, personalization, and trust.
• Master the new architecture of cross-channel experience delivery and the philosophy and culture of business agility.