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Leading B2C firms know they’re not in Kansas anymore. More than 10 years ago, just a few industries scrambled to cope with new Web-based, consumer-empowering tools like comparison shopping engines and direct banks. Now it’s Twitter, YouTube, and foursquare. These tools have put more power in the hands of individuals than ever before. Four formidable technology-fueled trends now transform how B2C firms interact with customers: mobile devices, pervasive video, cloud computing services, and social technology.

Even as companies embrace these new channels, they have changed the way consumer organizations run. Today’s question is not "How should we use Twitter to communicate with customers?" but "How can we empower employees to solve customer problems and foster loyalty?".

Whether you are running an online-only firm or one business unit of a global firm, Forrester’s Consumer Forum 2010 will provide specific answers to the critical issues of consumer change and empowerment that are confronting all consumer-facing companies today. The time to unleash your employees and transform your company is now, and this Event will showcase ideas, best practices, and case studies to help you do it. As an exciting addition to this year’s Consumer Forum, we’ll be featuring content and ideas from Forrester’s new book, Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business, by Josh Bernoff and Ted Schadler, slated for release just weeks before the Event.

Key Questions This Forum Will Answer

• How has the rise of empowered consumers changed customer relationships with B2C firms?
• What kinds of leaders do you need at your firm that can help unleash employees to solve customer problems?
• Which firms have best tapped into the creativity of employees to serve empowered consumers?
• How are consumers using their mobile devices for product research and decisions?
• What is the role of social media in engaging customers across channels?
• What impact will pervasive video and connectivity have on customers?
• What new opportunities exist for firms to connect with empowered consumers?
• How do firms create metrics and incentives that measure and promote employee empowerment?
• What new organizational models best empower employees to serve customers?

Who Should Attend?

• CMO & Marketing Leadership Professionals
• Consumer Product Strategy Professionals
• Customer Intelligence Professionals
• eBusiness & Channel Strategy Professionals
• Interactive Marketing Professionals
• Market Research Professionals

Interested in attending? Download a letter to request approval from your manager. [Word document]

Why Attend?

• The quality of the Forrester keynotes — Presentations are backed by thousands of interactions with technology leaders, business executives, and vendors.
• Exclusive audiences — Forrester Forum attendees include marketing and strategy executives and practitioners from leading B2C organizations and global companies.
• Integration of organizational, technological, and business issues — Forrester Forums provide a comprehensive understanding of the challenges ahead and how your company can overcome them.
• One-On-One Meetings with Forrester analysts — Forrester Forum attendees can speak one on one with Forrester analysts about all aspects of consumer change and empowerment.
• Practical advice — Forrester provides attendees with clear short- and long-term recommendations as well as tools and frameworks that can be put immediately into action