Natalie L. Petouhoff, Ph.D.Senior Analyst
Brand Strategy, Build the right team and skills , Business Process Management, Business Strategy For Customer Experience, CRM Strategy & Deployment, Customer & Channel Management, Customer Experience, Customer Experience Management, Customer Relationship Management, Customer Relationship Management Applications, Customer Service & Support, Interactive Marketing, Marketing & Advertising, Organization & Culture For Customer Experience, Packaged Applications, ROI Of Customer Experience, Social Computing & Web 2.0, Social Marketing, eBusiness/eCommerce
Natalie serves Business Process & Applications professionals, Customer Experience professionals, customer service and social media professionals as part of the business and process applications group at Forrester. As a leading expert, she is often quoted in the press and on television on how the top companies provide great experiences and retain loyal customers. She reviews customer service vendors and provides leaders with guidance on how to integrate social media applications and platforms into the contact center and the customer experience. Her research on customer service best practices via the FastForward Innovation Framework includes six areas around people, process, and technology, as well as integrating organizational change management as part of an initiative to reduce risk and ensure higher ROI for the investment. In addition, Natalie's model on the ROI of social media is helping companies justify this as part of their enterprise technology and customer experience strategy.
Natalie has more than 20 years of leadership experience in management consulting and systems integration firms, including PricewaterhouseCoopers Consulting, Hitachi Consulting, and BenchmarkPortal. Her years of practical experience in industry were gained at companies like General Electric, Sony Pictures, General Motors, and Hughes Electronics. Natalie is also the author of four books:
Natalie's articles appear in BusinessWeek, CRM Magazine, Customer Interactions Solutions, CustomerThink.com, Fast Company, The New York Times, and Peppers and Rogers 1-to-1 Magazine. As accomplished public speaker, Natalie is a keynote speaker at events including, Destination CRM Evolution Conference, ICMI Conference, Call Center 2.0, Shared Insights Self-Service Conference, SOCAP and Pepperdine's Business Forum.
Natalie obtained a B.S. and M.S. in engineering from the University of Michigan and a Ph.D. in engineering from UCLA.
The ROI Of Online Customer Service Communities June 30, 2009 (Rating: 9) BookmarkPDF
How To Win Funding For Your Customer Service Project April 06, 2009 (Rating: 9) BookmarkPDF
The Economic Necessity Of Customer Service January 21, 2009 (Rating: 8) BookmarkPDF
Forrester's Customer Service Innovation Framework And Self-Assessment January 13, 2009 (Rating: 8) BookmarkPDF
Forrester's Customer Service Innovation Capabilities Self-Assessment January 09, 2009
Customer Service Knowledge Management Best Practices October 2009 Receive an alert when this document is published: email RSS
Natalie is fan of yoga, chocolate, music from the '60s-'90s, and funny movies.
