Cross-Channel Review Workshop

The Cross-Channel Review Workshop gives you and your team the ability to apply a series of individualized tests to assess customers' paths across all channels. You also participate in action-oriented discussions with Forrester analysts and peers. After two days of training, you leave with the insight and skills to review your company's channel practices in the future — as well as those of your competitors'.

At Forrester's Cross-Channel Review Workshop, you walk away with:

• Develop a strong understanding of how to review multichannel service objectively.
• Work with analysts and peers to evaluate your service using Forrester's scorecard.
• Determine your company's ability to escalate customers smoothly from one channel to another.
• Identify where ¿ and how ¿ you need to enhance your customer channels.
• Learn a methodology that can be repeated and shared with your colleagues.

At the conclusion of the intensive training, your organization will be prepared to create multichannel customer interactions that are consistent, compelling, and designed to drive usage higher.

This Workshop is designed for anyone involved in or managing the multichannel user experience. In addition, managers of the individual channels, such as call center, benefit greatly by understanding how the service their team provides affects the cross-channel customer experience.

All of Forrester's Customer Experience Workshops are limited to 16 attendees and staffed by at least two analysts, ensuring that you benefit from one-to-one attention and an intimate group setting.

Learn about our other Customer Experience Workshops

Find out about our hands-on Customer Experience Reviews