Forrester

DESCRIPTION

As part of an ongoing series of interviews with chief customer officers (CCOs), Forrester’s Principal Analyst for Customer Experience will host Jay Topper, Senior Vice President for Customer Success at RosettaStone. Jay joined RosettaStone in 2007 as the chief information officer and moved into his current role in 2009.

Customer experience leaders will find several aspects of RosettaStone’s customer experience journey particularly interesting:

• Business-to-business (B2B) perspective – A significant portion of the company’s revenues comes from selling its software to institutions. Jay will talk about the differences between the B2B and business-to-consumer (B2C) aspects of customer experience.
• A CIO who became CCO – While many firms see customer experience as a marketing function, Jay’s background was a CIO prior to assuming his current position.
• A product to a services company – Like Nike's transition, RosettaStone has moved from being a company that has a static product to one that has a digital companion that creates new customer value and an ongoing ability to interact with customers.

Agenda:

• Evolution of Jay’s CCO position in the company
• Compare and contrast B2B and B2C customer experience efforts
• Role of the CCO in technology infrastructure
• Audience Q&A