European Cross-Channel Design 2007

Air Date: Thursday, September 20, 2007

This teleconference will be available for download shortly. Please check back soon.

Presented By:

Zayera Khan
Analyst-Customer Exper Design
Forrester Research, Inc.

Who should attend: eBusiness & Channel Strategy professionals, Customer Experience professionals, Interactive Marketing professionals, and Vendor Strategy professionals

Description:

Description

Forrester applied its Cross-Channel Review methodology to the experiences at 12 firms — four each in the mobile operator, online travel agency, and insurance industries. This session will discuss the kinds of problems our evaluations uncovered as well as practices that provide users with choice, consistency, and continuity as they move across channels.

Agenda

• How does Forrester evaluate cross-channel experiences?
• What problems get in the way of user goals — both within and across — channels?
• What design best practices support user goals — both within and across — channels?

Related Research

Best And Worst Of Cross-Channel Design, 2007

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.