Commercial, nonprofit, and government organizations have been online for a decade or longer. Yet digital channels' usefulness to consumers is far from ideal: Flat, one-dimensional digital experiences leave consumers feeling empty and disconnected. To correct this, executives must redesign their digital channels to serve and support three-dimensional consumers.

• What is the "three-dimensional consumer"?
• How can companies use digital channels as the center of their relationship with consumers?
• What tools, technologies, and skills will enable richer customer relationships?

Each attendee is able to schedule up to two 20-minute one-on-one sessions with the Forrester analysts of their choice, depending on availability. These meetings are consistently rated as one of the most popular features of Forrester Events.

Digital marketing in a down economic environment can be key to generating revenues and profits or establishing a platform for competitive advantage prior to a market turnaround. With the growing importance of the digital consumer and increased accountability for marketing budgets in the current economic environment, Pizza Hut’s digital presence needed to become a key driver to its multichannel marketing efforts. As the distinguished leader in the $37 billion pizza category, Pizza Hut recognized the power of the Internet and leveraged it to offer its consumers new value and convenience, while beating all revenue and profit targets set for online commerce. Key takeaways include:

• How have Pizza Hut's marketing objectives changed in a down economy?
• How has Pizza Hut discerned the "trends" from the "trendy" when considering where to focus its marketing and digital marketing investments?
• How has Pizza Hut identified the increased importance of "being where the consumers are" online during an economic downturn?

eCommerce has become a vital marketing battleground in the quest for overall market share. Marketers agonize over budget and campaign delivery, often overlooking a more fundamental problem. This presentation will reveal how:

• The majority of online customers are currently not being targeted.
• Engaging customers on the basis of needs is key to success.
• Companies are benefitting from this need-based approach.

Consumer behavior is changing every day, in stark contrast to even 10 years ago. Our attitudes are shaped by fellow consumers through blogs and social media. We have a staggering number of product choices. And the channels through which we are and will be engaged are proliferating wildly. We are consumers and marketers ourselves, and we care deeply about customer experience and how we can help improve it. Acxiom and HP will explore:

• How does new digital media make the marketer's job more challenging?
• What can we learn about evolving consumer behavior?
• Do consumers really care?
• How do we take technology products like HP's and sell them to consumers in personal ways?
• How does continuous multi-channel marketing help bridge these gaps?

• How does Hilton ensure customers have a consistently great experience at every touchpoint?
• How do price guarantees shape the needs of the technology?
• How does a fully integrated technology platform help Hilton achieve its objectives in a down economy?

Since 1997, Forrester has surveyed more than 2 million households and individuals worldwide and today provides data and insights on consumers in North America, Europe, Asia Pacific, and Latin America. The team will share highlights from our global benchmark survey data examining technology-driven trends in consumer behavior. Join this session to get the facts about consumers and learn more about how Technographics can help you be more successful.

In this informative session, Kathleen Waldvogel will present best practices for interactive site engagement in order to acquire new customers and reduce the cost to service and support existing customers — all while delivering overall superior customer satisfaction. Ms. Waldvogel will discuss how to drive visitor interaction and will share real-world examples of Web sites that are either hitting or missing the mark with regard to executing on best practices.

When the stakes are high, it pays to listen. The current economic trials have caused unprecedented adversity for the tourism industry: high gas prices, low consumer confidence, and the economy in decline have created a perfect storm of reasons not to travel. Yet, through it all, Las Vegas has persevered. Learn how the Las Vegas Convention and Visitors Authority, Critical Mass, and R&R Partners have kept Las Vegas on the map as the No. 1 tourist destination by bringing Vegas to life — through the eyes of real people who experienced it.

• See how an integrated 360-degree marketing strategy kept Las Vegas rolling despite the odds.
• Discover how social channels, from word of mouth to viral campaigns, can create a groundswell of passionate advocates for your brand.
• Understand how to listen, learn, and continually adapt your strategy to stay on top.

Yes, social networks have changed the marketing landscape. Customers are talking about the things they care about in ways the marketing world can barely keep up with. But change is an opportunity. Brands can grow and increase their credibility with consumers by enabling conversations and encouraging information-sharing. This session will highlight a case study from Microsoft on how it’s using a new digital tool to:

• Put the customer voice center stage.
• Create a centering point for conversation with their customers and between their customers.
• Increase the effectiveness of Microsoft's marketing campaign.

Nikon’s goal was clear. To succeed in making valued connections with consumers, the company would have to turn up the relevance and effectiveness of its digital communications. This presentation will reveal how Nikon leveraged deep consumer insights in transforming its communications to help consumers learn, explore, and get inspired — by using stunning photography, simplifying access to product information, empowering consumers to learn and explore, and supporting them across multiple channels. Participants will learn:

• Nikon's strategy for strengthening the consumer-brand relationship.
• How Nikon is using digital to power its relationships with consumers.
• What Nikon has planned for its customers.

This session will reveal compelling findings and trends from a broad US consumer survey on the importance of live help in the online consumer experience. Attendees will hear results from the survey that reveal consumer demand for live help and consumer preferences for live voice versus live chat in different stages of the customer life cycle (i.e., research, sales, service).

In the fall of 2008, Microsoft launched “Life Without Walls,” a marketing campaign designed to redefine the Windows brand and build deeper relationships with the people who use Windows every day. Drawing on examples from this campaign and from the development and launch of Windows 7, Brad Brooks will discuss how Microsoft is using the digital channel to build customer relationships and to enable entirely new business models for Windows.

• How did Microsoft use digital channels to redefine the Windows brand?
• How is the need to build rich customer relationships changing the way Microsoft thinks about consumer marketing and product development?
• What digital channels does Windows 7 enable, and what insights into building deeper customer relationships has Microsoft gained from them?

A look back at two years of clients interacting with the groundswell of social technologies. Plus, presentation of the winners of the third annual Forrester Groundswell Awards (consumer division), recognizing the most innovative and effective social applications of 2009.

Craig Brennan, President and CEO of Overtone, will discuss the importance of understanding the consumer experience as well as best practices for implementing a voice of the customer listening strategy across multiple channels. Real-world case studies of top-ranked companies will be shared and examined.

Customers cross channels for two reasons: They fail to achieve their goal in a single channel, or they prefer specific channels for specific tasks like buying versus getting help. But switching channels is jarring when companies don’t design a continuous cross-channel flow that maintains customer context. Fortunately, firms can do better by taking a disciplined approach to cross-channel design.

What's the right way to think about multichannel experience?
• How can companies design better experiences for their multichannel customers?
• How should firms prepare for tomorrow’s challenges?

On its perpetual customer centric journey, Best Buy is working to redefine customer service and build relationships with it customers. The company is deploying initiatives in multiple channels to converse with, engage and help consumers. Key takeaways include:

• How Best Buy leverages multiple channels and actively seek out conversations consumers are having with your brand.
• How Best Buy increases the relevance and preference for your brand by being active in the channels in which your customers are already active.
• How Best Buy rallies employees in service to customers by leveraging new channels.

Each attendee is able to schedule up to two 20-minute one-on-one sessions with the Forrester analysts of their choice, depending on availability. These meetings are consistently rated as one of the most popular features of Forrester Events.

Mobile phones continue to create dramatic and disruptive change in the lives of your customers. A connected, personalized device carried 24x7 by your customers will change how you are able and how you choose to engage with them. Join this panel discussion to learn:

• What role is mobile playing in your industry? In other industries?
• How is mobile being used to engage in new and creative ways with customers?
• How does mobile enhance your ability to meet the needs of the three-dimensional consumer?

Groundbreaking studies have shown like-minded people become very predictable within a specific context. Imagine being able to understand and quickly react to consumer needs by “reading their minds” – automatically deliver relevant content based on their interests, identify missed conversion opportunities, gain early insights into consumer trends and more.

• Learn how 100's of the world's best known brands are profiting today using a combination of social and brain science
• Discover how to improve personalization and search effectiveness by 30 – 400%
• Understand how the wisdom of invisible crowds, consumer interest mining and real-time adaptation are shaping the future of customer intelligence

Learn how 1-800-Fowers.com leverages email to engage its customers, break through the marketing clutter, and enhance a multichannel customer-communication strategy.

Looking to get through to today's always-connected customers? Participants will learn:

• How 1-800-Flowers.com integrates email marketing with emerging and traditional channels to engage customers with every interaction.
• The tactics that 1-800-Flowers.com uses to leverage customer data to create personalized and relevant email campaigns.
• Strategies for leveraging purchase and online behaviors to capitalize on important life-cycle events.

The new ForecastView team produces more than 40 industry forecasts in collaboration with our research experts to help clients successfully formulate strategy, benchmark performance, and optimize planning. The team will share some highlights from Forrester's latest mobile forecast in the US and Western Europe. Join this session to learn how Forrester approaches the complex task of creating these detailed, award-winning forecasts and get insight into the team's outlook for growth.