For Customer Experience Professionals

Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In – A Social Computing Report

A Panel Discussion At The 2010 Customer Experience Forum

    Why Read This Report

    Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites are dead," and a discussion of strategies for cross-channel orchestration. One major point of agreement among these sometimes-contentious customer experience leaders from FedEx, Time Warner Cable, and USAA: They uniformly attributed their breakthroughs to moving away from a product innovation mindset toward a customer-centered approach to doing business. This new mindset is helping the firms better understand and react to customers' rapidly changing expectations.
    US $499
    Add To Cart
    Become A Client

    Get objective, pragmatic guidance that helps you make tough decisions and succeed in a complex world. Contact us to learn more.

    Already A Client?
    Log in to read this document.


    • Trends In Customer Experience

      Build A Customer Experience Movement
    • Supplemental Material
    • Related Research Documents