The State Of Customer Experience, 2009

Air Date: Thursday, February 05, 2009

Cost: $250

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Presented By:

Who should attend: Customer Experience professionals

Description:

Forrester surveyed Customer Experience professionals in Q4 2008 about a number of topics including their obstacles to improving customer experience and their firms' reactions to the recession. We examine their responses from that survey and recent consumer surveys and overall customer experience trends to discuss the outlook for customer experience in 2009.

Agenda:

• Where are companies making progress in their customer experience journeys?
• What are the major obstacles to customer experience success?
• How are firms responding to the economic downturn?
• What should Customer Experience professionals focus on this year?

Related Research:

The Customer Experience Index, 2008

by Bruce D. Temkin, December 12, 2008

The Customer Experience Journey

by Bruce D. Temkin, September 17, 2008

Technical requirements:

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