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What is the right customer experience strategy for your company? The right customer experience strategy is the one that will help you:

• Paint a vivid picture of how your company wants its customers to perceive it across all three levels of the customer experience pyramid: usefulness, ease, and enjoyment.
• Guide decisions about what you need to start doing, stop doing, or do differently in order to create a differentiating experience.
• Justify funding and prioritize the projects that get funded.

Unfortunately, most companies lack a true customer experience strategy. What they’re left with is an array of disconnected programs and practices. As a result, executives struggle to identify the activities and processes that best support their brand promise and help them satisfy customers.

The right customer experience strategy complements a company’s overall strategy, which defines its competitive positioning and sets brand expectations. Copying the tactics of other firms with different strategies won’t lead to success. Success will only come from identifying the strategy that’s right for your company and using it to bring business discipline to your customer experience efforts.

Forrester's Voice of the Customer Awards

Forrester's prestigious Voice of the Customer Award winners will be announced at Customer Experience Forum 2011. Now in its third year, this award recognizes initiatives that enable companies to dramatically improve how they collect, interpret, and react to customer feedback. Previous winners include American Express, CDW, Dell, Experian, Progressive, and Vanguard.

Nomination period closes on Friday, April 22, 2011. All nominations must be submitted by 5 p.m. Eastern — no exceptions.

Key Issues This Forum Will Answer

• Which companies have best-in-class customer experience strategies?
• How do good customer experience strategies drive differentiating activities and processes?
• What is the business impact of improving customer experience?
• Does your organization need a Chief Customer Officer in order to deliver a differentiated experience?
• How can you build and sustain a customer-centric culture?
• How can you design an enterprisewide customer experience?
• What are the key elements of a world-class voice of the customer program?

Who Should Attend?

• Chief Customer Officers and other executives in charge of enterprisewide customer experience.
• Customer Experience Professionals who work on digital channels like websites and mobile apps.
• Senior-level executives who are responsible for setting organizational strategy.
• Business executives who set objectives for driving consumer sales and profitability.
• Executives who lead eCommerce and user experience initiatives.
• Marketing and strategy executives charged with understanding the needs of their customers.

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

Why Attend?

• C-level keynotes from Fortune 1000 executives.
• Role-based and industry track sessions, such as Web channel design and strategy, direct marketing, interactive marketing, retail, travel, consumer products, media, consumer electronics, and healthcare.
• One-On-One Meetings with more than 30 Forrester analysts.
• Peer networking with more than 900 attending executives and professionals.

• The quality of the Forrester keynotes. Presentations are backed by thousands of interviews with technology leaders, business executives, and vendors.
• Exclusive audiences. Forrester Forum attendees include executives from the highest organizational levels.
• 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. Speak one-on-one with Forrester analysts about earning customer loyalty through great customer experiences.