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	November 20, 2006 Humanizing The Digital Experience Insights From C-Level Keynotes At Forrester's Consumer Forum 2006 by Christine Spivey Overby with Elana Anderson, Tenley McHarg

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Executive Summary

Mainstream consumers are going online in droves, demanding digital experiences that are intuitive, engaging, and relevant. What happens when experiences don't measure up? Consumers take their business elsewhere or, worse, they use new social channels to warn others off. At this year's Consumer Forum, C-level executives from leading brands spoke of this mainstreaming effect and their efforts to "humanize" the digital experience. This document provides highlights from their speeches on social computing efforts at McDonald's; customer service at Discover Financial Services; strategy at Travelocity; social change at Nicholas Negroponte's One Laptop Per Child; innovation at Crispin, Porter + Bogusky; and interactive marketing at Neiman Marcus Direct.

TABLE OF CONTENTS

• Industry Keynotes Share Tips On Humanizing The Digital Experience

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• How To Humanize Your Digital Experiences
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