Forrester's Infrastructure & Operations Forum 2011
Companies that seek to differentiate based on customer experience do more than try to imitate the actions of well-known leaders or competitors. Instead, they set out a strategy that directs employees to obsess about the activities most important to their customers. This keynote will answer three key questions:
Paul serves Customer Experience Professionals who are leading enterprise-wide customer experience efforts. His research focuses on customer experience strategy (B2C and B2B), organizational culture, and customer experience leadership structures including the Chief Customer Officer position. Secondary areas of research include CRM, voice of the customer, and customer experience measurement.
This is Paul’s second stint at Forrester. In between, Paul ran his own consulting organization focused on technology and business strategy, focused mostly on CRM. Paul held previous positions at Accenture, BBN Technologies, and Teach For America.
Paul holds an M.Ed. from Harvard University, where his area of concentration was educational technology and online learning. He also holds a bachelor's degree in political science from Stanford University.