Forrester: - Making Leaders Successful Every Day

August 12, 2009

Transforming Your Firm's Customer Experience
Adele Sage, Analyst, Forrester
Bruce Temkin, Vice President, Principal Analyst, Forrester

8:30 a.m.-9:00 a.m.

Breakfast Reception

9:00 a.m.-9:15 a.m.

Welcome And Introductions

9:15 a.m.-10:15 a.m.

Customer Experience Basics

10:15 a.m.-10:45 a.m.

Disruptive Customer Experience Strategies

10:45 a.m.-11:15 a.m.

Break

11:15 a.m.-12:00 p.m.

Exercise: Defining A Disruptive Customer Experience Strategy

12:00 p.m.-1:00 p.m.

Lunch

1:00 p.m.-1:20 p.m.

The Real-Win-Worth (R-W-W) It Framework

1:20 p.m.-2:30 p.m.

Exercise: Presenting Disruptive Strategy Recommendations

2:30 p.m.-3:00 p.m.

Break

3:00 p.m.-3:30 p.m.

Action Planning: Identify Your Disruptive Opportunities

3:30 p.m.-4:15 p.m.

Cross-Channel Design Best Practices

4:15 p.m.-4:30 p.m.

Wrap-Up

4:30 p.m.-5:30 p.m.

Break

5:30 p.m.-7:30 p.m.

Dinner Reception