Event Overview

Multichannel or cross-channel customers spend three to 10 times as much as single-channel customers, and they have an income that's $10,000 higher. And the number of cross-channel customers will grow from 32 million today to 45 million by 2005. Firms must deliver consistent, fluent conversations to customers via the Web, phone, and email to win big. How can your company pinpoint weaknesses in your customers' experiences and make improvements that lead to increased profits?

Please note: Because the course is designed for pairs of attendees from the same company, the cost is $10,000 for two attendees ($9,000 for one attendee and an additional $1,000 for a second attendee).

To register, or for more information, please contact events@forrester.com or +1 617/613-5905.

Forrester's Cross-Channel Review delivers an expert, action-oriented evaluation of the experience your firm provides customers across multiple interaction channels, including the Web, interactive voice response (IVR), email, and agent-based customer service. The review also assesses your company's ability to smoothly escalate customers from one channel to another. For example, can a Web site customer continue a conversation with a call center agent? With the Cross-Channel Review, you have a clear understanding of where you need to enhance your customer channels and how.

Forrester invites you to our upcoming Cross-Channel Review Boot Camp, which will bring together a collaborative group of Forrester clients for two days of intensive customer experience training. The session will provide an understanding of Forrester's Customer Experience Evaluation (CXE) methodology, the tools and training to evaluate a cross-channel customer experience, and a completed user experience scorecard -- conducted in collaboration with Forrester analysts and peers. Attendees will walk away from the experience with the insight and ongoing ability to assess their company's and competitors' customer experience, now and in the future.

Who Should Attend?

Chief customer officers; VPs of customer service; Directors or VPs of marketing, communications, eCommerce, or call centers.

Why Attend?

1) Learn the tools of Forrester's Cross-Channel Review; 2) Conduct a review and have the multichannel experience your company provides reviewed by a peer; 3) Connect with other Forrester clients who are interested in cross-channel experiences; 4) Apply Forrester's methodology to other companies, including those of competitors!