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Price: $250 (USD)
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To excel at customer experience, organizations must routinely perform certain practices that are required to design, implement, and manage customer experience in a disciplined way. Forrester scanned its 13 years of customer experience research and created a framework that outlines 40 essential practices across six disciplines: Customer Understanding, Governance, Measurement, Strategy, Design, and Culture.
Customer experience professionals looking to help their company move up the maturity curve should attend this teleconference to learn the ins and outs this new framework and how they can use it to chart a course to customer experience excellence.
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This webinar was originally scheduled for February 15, 2024Effective customer feedback management and customer experience (CX) measurement programs can help you understand your customers’ needs and determine whether your organization creates customer experiences that drive business results. Join us to discuss the results of latest voice-of-the-customer (VoC) and CX measurement survey.Key takeaways:Learn how CX leaders around the world are executing their feedback management and CX measurement programs.Learn what metrics CX leaders and their organizations rely on.See what technology CX leaders are using and how they’re leveraging generative AI.Target audience level: all levels
Emily Pfeiffer, Forrester principal analyst, presents the state of the commerce search and product discovery market, including the results of the recent Forrester Wave of this market. With the help of Sucharita Kodali, VP and principal analyst, Emily takes your questions — live!Key takeaways: Learn the state of the newly-converged commerce search market.Know who the major players are and how they’re leveraging their recent acquisitions.Target audience level: all levels
Real-time interaction management (RTIM) delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. Assembling an effective RTIM ecosystem lays the foundation for enabling more immersive, invisible customer experiences. It's an enterprise challenge involving significant investments in both technology and people. Successful projects deliver long-term ROI.RTIM is more than a single technology platform. Your needs may dictate a centralized next best experience (NBX) decision engine, a customer journey orchestration (CJO) solution, a cross-channel marketing hub (CCMH), a personalization engine (PE), or a combination of these capabilities. This webinar helps you choose the right solution to meet your RTIM needs.Key takeaways: Understand the current RTIM landscape.Learn about different RTIM solutions (NBX, CJO, CCMH, and PE).Discover which RTIM capabilities are right for you.Hear best practices examples from leading firms.Vendors mentioned: Adobe, Dynamic Yield by Mastercard, Engage Hub, Genesys, HCLSoftware, Medallia, Microsoft, MoEngage, Monetate, NGDATA, Pegasystems, Salesforce, and SASTarget audience level: intermediate and advanced
In this webinar, we address team culture in government agencies. We look into employee experience (EX) metrics and how to utilize them to drive mission success by helping attendees gain practical skills for culture change.Key takeaways:Learn how to interpret your EX-metrics for key dimensions of organizational culture.Understand the benefits of cultures that are adaptive, purposeful, committed, and motivated to drive mission success.Adopt practical tools for culture change.Target audience level: all levels
Data quality is not a destination but a continuous journey of evolution and prioritization. “Redux” for data quality refers to the ongoing activity of improving data quality as an iterative process. Creating high-quality data involves identification of issues related to data accuracy, completeness and consistency, remediation, continuous monitoring, and maintenance of these processes throughout the lifecycle of the data.Key takeaways:Learn how to identify data quality issues and improve incrementally and iteratively.Understand how data quality can be augmented through automated rules recommendation, dashboards, observability, and statistics.Target audience level: all levels
Customer experience (CX) leaders will feel turbulence in 2024, facing a trio of challenges from new tech, old policies, and continued economic uncertainty. However, these leaders can part the clouds themselves, finding more than a silver lining in the process. Join us to hear a panel discussion about what should be on your radar as we head into 2024.Key takeaways:Hear Forrester’s key CX predictions for 2024, and get insights into where Forrester analysts will focus their attention in the coming year.Learn about the importance of aligning CX with employee experience, technology, and business strategy.Target audience level: all levels