Building A Successful Centralized Customer Experience Organization
Air Date: Monday, September 29, 2008
Cost: $250
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Presented By:
Bruce D. Temkin
Vice President, Principal Analyst
Forrester Research, Inc.
Who should attend: Customer Experience professionals
Description:
Many companies realize that they need to improve their customer experience. But this effort generally spans existing channel, functional, and product organizational structures. So companies often create centralized customer experience groups, sometimes led by a chief customer officer (or similar title), to drive the cross-functional activities. But what should this organization do and how should it be organized? This teleconference looks at the best practices for a centralized customer experience organization.
Agenda:
- Why do companies need a centralized customer experience organization?
- What are best practices for building a centralized customer experience organization?
- What obstacles should companies avoid?
Related Research:
The State Of Experience-Based Differentiation
by Bruce D. Temkin, February 19, 2008
The Chief Customer/Experience Officer Playbook
by Bruce D. Temkin, October 03, 2007
Technical requirements:
An Internet connection and a one-time download of the WebEx™ Player are required.
