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Forrester's Forum For eBusiness & Channel Strategy Professionals

Map Your Path To Digital Mastery

Tuesday, October 28, 2014 - Wednesday, October 29, 2014Chicago, IL

Track Description

Digital businesses operate within complex networks of internal and external considerations, from market dynamics and key partnerships to internal policies, processes, and cultures. Mastering these "ecosystems" is key for eBusiness success, and this track will help you map these key interdependencies.

Track Description

eBusiness professionals must effectively manage and partner with many different constituencies, both inside and outside their organizations. Professional success now depends on mastering a broad array of skills and knowledge, many of them unfamiliar. This track will introduce you to concepts and roles that will be key to your success.

Track Description

eBusiness can no longer be a distinct silo or function within your enterprise. Instead, your organization and culture must coalesce around digital business as strategic imperative, and your teams must align to that principle. In this track, we'll examine how the best are doing so, and how to overcome common obstacles to transformation.

Track Description

Key issues and case studies of particular interest to retail industry professionals. We'll examine emerging strategies for channel management, customer engagement, and the increasingly complex interactions between digital and physical retail environments.

Track Description

The financial services industry represents a particularly complex digital operating challenge -- with demanding, often saavy clients on one side and watchful regulators on the other. Hear how innovative companies are navigating and innovating successfully.

Track Description

Business-to-business (B2B) companies face specific challenges in achieving digital mastery -- from long, complex sales cycles to customer expectations of seamless integration and coordination. In this track, B2B specialists will examine winning strategies for the business-to-business channel professional.
  • Tuesday October 28

    • 08:00 AM - 09:00 AM

      Networking Breakfast In The Solutions Showcase
    • 08:00 AM - 08:50 AM

      Breakfast Presentation With Maxymiser: Customer Experience Optimization: Mapping The Path To Successful Personalization

      Join Maxymiser’s Founder and President Mark Simpson for an educational presentation on customer experience optimization. He will highlight practical examples of how pioneering brands have stopped delivering static experiences and started succeeding with customer-centric optimization programs. With use cases from leading brands, Mark will demonstrate what it means to understand who your customers are so you can personalize their experiences and meet an ever-evolving set of customer expectations with experiential relevance and omnichannel optimization.

    • 09:00 AM - 09:20 AM

      Level Up: The Next Challenge In Digital Mastery

      You know that becoming a digital business is urgent. You've diligently drawn up detailed transformation strategies, planning the move from Digital Dinosaur to Digital Master. But, heads-down over journey maps and capability audits, many firms still miss the big picture: Polishing up your existing digital channels and plans won't be enough to battle against digital disruptors and competitors. You must master both digital customer experience and operational excellence. Most firms can't do this alone. They'll have to connect digital resources inside and outside of the company and leverage networks of partners to compete. Fidelity works with Yodlee to offer an ecosystem of services to its customers; utility companies share usage data with partners to offer new customer services. To achieve digital mastery, you must master these ecosystems. We'll explore:

      • How far along are firms in their mastery of digital customer experience and operations?
      • What role do digital ecosystems play in your digital business transformation?
      • How are innovative companies leveraging internal and external partners to bring new value to customers?
    • 09:20 AM - 09:50 AM

      First Things First: Key Steps On The Digital Business Road Map

      The need to tackle digital customer experience and operational excellence, plus create partner ecosytems, just made the task of digital transformation bigger and more complex. But resist the temptation to assume that a big challenge requires a big plan. And whatever you do, don't freeze in place. Digital business mastery won't happen with a big bang. It will occur through a series of iterative strategic and tactical changes. Identifying these incremental tactics requires thoughtful analysis and detailed situational awareness. Done right, this incremental approach can minimize risk while allowing your organization to get key elements of the experience right, like mobile and in-store digital transformation. We'll explain:

      • How incremental strategies can pay the greatest dividends for your digital transformation journey.
      • How leading digital businesses plan for and execute on their digital business strategies.
      • Why occasional failure is to be expected and welcomed.
    • 09:50 AM - 10:20 AM

      Developing A New Generation Of Digital Banking

      The past few years have brought a tidal wave of digital disruption to the banking industry. From payments to wallets to new financing options, technology start ups have their sights set on disrupting banking by offering alternatives to a branch-based banking distribution model that is less relevant to digitally empowered customers. In this session Farhan Siddiqi, SVP of Digital Banking at Bank of America, will discuss:

      • How digital disruption has served as a catalyst for BofA to re-think is relationship with its customers 
      • The processes that BofA used (is using) to construct a digital strategy
      • Practical advice on resetting the value proposition and strategy to address digital disruption head on
    • 10:20 AM - 10:50 AM

      Platinum Sponsor Keynote With Lithium: Chasing #Fail: Why We're Obsessed With Playing Defense On Social

      Innovative brands’ winning digital strategies are about playing offense to grow the top line and save millions simply by tapping into the passion of the crowd. Companies playing only defense continue to spend big bucks on the call center and advertising, yet only pennies on digital. Meanwhile, Americans overwhelmingly rely on the Web to research big purchases — 81% use an online source to research a big purchase, and 43% expect a service response in an hour. Lithium’s Katy Keim will inspire the audience to rewrite the playbook and transform their digital strategy with key questions such as:

      • How has your digital customer changed? See examples from TaylorMade and HSN.
      • How can you tap the power and passion of your customers to win, not lose? 
      • What C-suite outcomes could you deliver if you succeed?  
      • Who or what in your organization is an obstacle? An asset?
    • 10:50 AM - 11:30 AM

      Networking Break In The Solutions Showcase
    • 11:30 AM - 12:10 PM

      Track A


      Digital Innovation Requires Matchmaking

      Digital innovation is how businesses survive digital disruption. Yet innovating is hard, particularly in large and rigid organizations. Here’s the good news: You don’t have to do it alone. To generate and execute ideas quickly, you can build and rely on an ecosystem of partners suited to each step of your digital innovation journey. In this session we share the ropes of digital innovation matchmaking:

      • Examine your options: How you can map your digital innovation ecosystem.
      • Work out your strategy: What makes an innovation match made in heaven.
      • Know your limitations: What partners can and can’t do for you.
    • 11:30 AM - 12:10 PM

      Track B


      Finding The Next Digital Business Leader

      The role of the eBusiness leader continues to evolve and transform at a rapid pace in the face of digital disruption. eBusiness leaders are being asked to take on new digital responsibilities across the enterprise, moving this role from a channel lead to a digital strategist. In this session Margot McShane, Managing Director at Russell Reynolds, will discuss:

      • What types of digital leaders are in demand, and why.
      • When do eBusiness leaders need to transform their skillsets, and careers, to meet the growing digital leadership needs.
      • How eBusiness leaders can best source talent, both technical and business candidates, to help propel their digital transformation initiatives.
    • 11:30 AM - 12:10 PM

      Track C


      Build A Digitally Savvy Organization

      The question of how to organize to support digital is becoming an increasingly important one as digital plays an ever more disruptive role in business.  But many firms can't determine how to organize their digital function, because they don't have a clear digital strategy. In fact, many firms reorganize in an attempt to feel like they are making forward progress toward digital goals, but without clear goals in mind.

      In this session we will look at the relationship between strategy, organization and digital maturiy, addressing specifically:

      • How are other companies organizing for digital?
      • How can you determine the right digital organization for your firm?
      • How can you advance your firm's digital maturity?
    • 12:10 PM - 01:10 PM

      Networking Lunch In The Solutions Showcase
    • 01:10 PM - 01:50 PM

      Track A


      How Strategic Partnerships Enabled The World’s Best Mobile Banking

      Mobile is not just another channel, it’s a game changer. In 2012, Garanti Bank’s digital team embraced the challenge of building the world’s first contextual mobile banking. The iGaranti app was launched a year later, integrating mobile payments, mobile money management, merchant-funded offers, voice control, a virtual assistant, and social media. Closing credits for this achievement include contributions from a management consultancy, a design agency, a start-up, a telecom, a technology vendor, and a number of retailers.  In this session, you will learn:

      • How Garanti’s digital team involved partners early on to help challenge its thinking.
      • How Garanti drew on external software development kits to add capabilities quickly.
      • How Garanti navigated the ecosystem of internal and external partners to drive the project forward.
    • 01:10 PM - 01:50 PM

      Track B


      You No Longer Control Your Technology Budget

      Historically, the eBusiness leader has driven many of the most important customer-facing applications and digital experiences. However, traditional technology organizations are at the cusp of a significant pivot, shifting focus from maintaining operational systems to implementing the digital capabilities that help organizations employ to win, serve, and retain customers. The autonomy that eBusiness leaders have enjoyed in regards to sourcing technology is disappearing, and internal BT (business technology) leaders are stepping up to help drive the customer experience. In this session Peter Burris, Vice President and Research Director at Forrester, will discuss:

      • Why technology pros are shifting from maintaining systems to driving customer engagement
      • How will this shift impact how eBusiness leaders drive their businesses, and careers
      • How  eBusiness leaders should prepare for the changing role of IT

    • 01:10 PM - 01:50 PM

      Track C


      Case Study: Analog Devices Uses Centers Of Excellence To Mature With Digital

      Dave Peak, Head of Global eBusiness & Digital Strategy, Analog Devices

      In late 2012, leadership at Analog Devices (ADI), a $17 billion market cap IT company, realized that digital disruption was hitting its firm. For instance: In the past decade, the digital channel had grown to directly influence up to one-third of ADI's revenues, yet study after benchmark study found that ADI's customers had a subpar online experience compared with competitors.

      In this session, Dave Peak, Head of Global eBusiness at ADI will explain:

      • How ADI built a new digital organization.
      • How ADi recruited and retained the right people.
      • How ADI championed innovation.
    • 02:00 PM - 02:30 PM

      Guest Executive Forum With Acxiom: Big Data Performs: Optimizing Experiences With Cross-Channel Measurement

      Mastering measurement in cross-channel campaigns is the next frontier for data-driven marketers. Big data approaches by themselves are often insufficient, but with appropriate practices and techniques, big data can provide a platform for in-house insights that drive campaign effectiveness. This presentation uncovers:

      • The operational prerequisites of connected data.
      • Measurement approaches for removing bias.
      • Organizational tools to foster communicating insights throughout the marketing organization.
    • 02:00 PM - 02:30 PM

      Guest Executive Forum With hybris: Customers Are Taking Over Your Company . . . How Do You Help Them?

      The legacy of channels frustrates customers, and content-driven commerce anywhere, anytime, and on any device frustrates the companies trying to serve them. Delivering on our promise for a seamless customer journey is more than just having a contextual marketing plan, digital DNA in our online business unit, and social analytics. How can we provide a seamless experience to our customers if we aren’t seamless ourselves? People, processes, and strategy need to come together like never before, enabled by technology, to deliver end-to-end on this promise. This session explores how technology can help us serve omnicommerce customers — on their terms. 

    • 02:00 PM - 02:30 PM

      Guest Executive Forum With Experian: Attribution’s Impact On Your Organization

      Increasingly reliable and accurate fractional marketing attribution analyses provide a holistic view of how marketing activities are performing across campaigns and channels. To act on these findings, organizational structures, compensation plans, and skillsets will need to adapt. Learn:

      • How attribution analyses impact the structure of marketing organizations.
      • The skills that will be required of marketers to manage new, more intelligent campaigns.
      • The impact of analyses on retention and acquisition marketing, regardless of the channel.
    • 02:40 PM - 03:20 PM

      Track A


      Making It Work: The Good, The Bad and The Ugly of Complex Ecosystems

      The payments ecosystem is inherently complex and growing even more so as digital disruption shakes up a well-established network of interdependent players. Payments is no longer the sole domain of financial institutions. Mobile operators, tech titans and start-ups, merchants and mobile device and app providers are all aggressively staking their claim and challenging ecosystem norms.  In order to thrive, incumbents have been forced to rethink their products and services, stretch their business models and establish new strategic partnerships that a few years ago would never have existed. It is in this context that the payments ecosystem provides important backdrop for the good, the bad and the ugly reality of making complex ecosystems work. In this session, we will explore:

      • Which partnerships have thrived and which have failed in the midst of payments ecosystem disruption.
      • What are the key insights and lessons from these case examples.
      • How to identify landmines and chart a path for success when establishing new partnerships within a complex ecosystem.
    • 02:40 PM - 03:20 PM

      Track B


      Your CMO Is Changing. Why You Must Know Their New Needs and Priorities

      Empowered customers and the critical role of digital technologies to engage them have forever changed the role of the CMO.  No longer relegated to solely to leading brand, advertising and promotions, today’s CMOs must be part creative genius, part data scientist and part technologist with deep digital knowledge and a keen sense of how best to win, serve and retain customers.  As the champion of the customer, the new CMO has earned a seat as a full partner in the C suite, driving the journey to customer obsession and business growth.  In this session, Sheryl Pattek, VP and Principal Analyst, will discuss:

      • The new CMO in 2014 and the skills they now need to succeed.
      • How eBusiness leaders can best align and partner with the new-style CMOs.
      • Opportunities for eBusiness leaders to leverage their digital skills and step up to the CMO role.
    • 02:40 PM - 03:20 PM

      Track C


      Build Your Dream Team: Organize To Better Support Emerging Technology And Development Teams

      For most organizations, the mobile mind shift is an earthquake forcing them to rearrange their organizational landscapes. Even firms with mature consumer engagement practices are seeking more optimal organizations and talents to meet growing digital delivery requirements and better leverage their digital experience technology investments.  Achieving optimal delivery will require a fundamental shift from the way eBusiness teams organize today. No longer can they afford to work with outdated technology management teams, disconnected eBusiness development shops, and/or a myriad of siloed agency and integrator partners. They'll also need to evolve existing roles and responsibilities, including more than just web developers. In this session, we will explore:

      • How other organizations have organized development teams to support digital customer experience.
      • The key development and delivery skills and roles needed to support digital customer experience initiatives.
      • What other firms are doing to better leverage agencies and systems integrators for customer-facing development work.
    • 03:20 PM - 04:00 PM

      Networking Break In The Solutions Showcase
    • 04:00 PM - 04:30 PM

      Mobile Is The Battlefield

      Mobile sits at the heart of the battleground for digital customers and often serves at the jumping off point for many digital transformation strategies. A mobile app strategy is not enough. Mobile and digital touchpoint adoption has altered your customers' behaviors and expectations. With the adoption of smartphones, customers expect immediate access to relevant information or services when they reach for their phones in what Forrester terms a "mobile moment." Delivering on those mobile moments will require that firms reach far beyond their ability to deliver an app and think about the new products and services they can deliver to customers, as well as the platforms and partners they'll need to work with to make them happen. In this session, you will learn:

      • How mobile technology has transformed your customers' behaviors and expectations.
      • How effectively delivering "mobile moments" will force you to think beyond apps and create new products and services.
      • Which partners and platforms (such as messaging apps) firms will need to bring into their digital ecosystem to win with mobile moments.
    • 04:30 PM - 05:00 PM

      At the Corner Of Innovation And Transformation: The Walgreen Story

      At Walgreens, the creation of a successful e-business has been a journey based on core principles: relentless focus on customer utility; encouraging a digitally rooted cultural transformation in every part of the organization; creating ecosystems of partners that can extend digital engagement deep into customers' lives; and seeking always for simplifying and unifying outcomes. In this session, Sona Chawla, President of Digital and Chief Marketing Officer, Walgreen Co., will discuss:

      • How Walgreens' is distributing "digital DNA" in every corner of the business.
      • How digital platforms help enhance the customer experience through a broad portfolio of partnerships.
      • Her own personal journey in driving the digital transformation at Walgreens.
    • 05:00 PM - 05:15 PM

      Day One Wrap-Up
    • 05:15 PM - 06:15 PM

      Networking Drinks Reception In The Solutions Showcase
  • Wednesday October 29

    • 08:00 AM - 09:00 AM

      Networking Breakfast In The Solutions Showcase
    • 08:00 AM - 08:50 AM

      Breakfast Presentation With Synthesio: Building A Customer-Centric Social Practice

      Leading organizations have embraced social, but many are struggling with finding the business value that resides in the data. Social intelligence — the process of driving business strategy with the data derived from social media — is critical to optimizing your customer’s journey. In this session, Loic Moisand, CEO at Synthesio, will share a framework for:

      • Building a customer-centric social practice.
      • Establishing business-facing social KPIs at each stage of the customer life cycle.
      • Using systems of social engagement across the customer life cycle.
      • Integrating social into your business strategies.
    • 09:00 AM - 09:10 AM

      Day Two Opening Remarks
    • 09:10 AM - 09:40 AM

      Digital Psychology: Motivating The Human Heart Of Your Digital Business Transformation

      You know that the way your customers want to do business is changing, and that your fragmented channel model and bolt-on digital efforts put you at a competitive disadvantage. Major change carries huge risks of its own, and one of them is the potential for resistance and anxiety in your organization's workforce. So what can you do? You can follow the example of a handful of customer experience leaders and put science to work for you. In this session, Forrester Principal Analyst David K. Johnson will discuss:

      • Eighteen months of surprising new research into the psychological links between motivation, change, customer service and technology.
      • The link between firms who get the psychology right and performance in customer service and employee retention.
      • How you can apply this research to your digital business transformation.
    • 09:40 AM - 10:10 AM

      Listening With Intent: Building Customer-Driven eBusinesses At 3M

      As a B2B powerhouse, 3M has long been deeply embedded in its customers' businesses, a critical partner in improving processes and outcomes. Decades ago, that meant "following the smokestacks": Going to where the work was, observing that work closely, discovering opportunities to develop innovative products that drive improvement and productivity. Now, in the digital age, 3M applies similar principles in new channels and platforms to fuel iterative customer-centric innovation. In this presentation, Raj Rao, Vice President of Global eTransformation at 3M, will draw from the past five years of digital best practices from around 3M for insights about:

      • How 3M uses digital technologies to listen to market conversations, uncover customers' need states, and create new B2B and B2C products and businesses.
      • Where 3M leverages marketplaces like Alibaba to engage in high growth eCommerce programs and spot emerging market opportunities.
      • What actions enable 3M to align its internal organization and metrics to ensure and sustain rapid execution
    • 10:20 AM - 11:00 AM

      Track D

      Sector Focus: Retail

      What Big Data Means To Retail

      To keep up with demanding digital customers, retailers seek to deliver context and personalization at scale. Many turn to big data solutions, which promise to transform business by predicting consumer behavior, finding needles in haystacks, and identifying trends faster than ever. But early enthusiasm over big data has been tempered by hype, confusion over platforms and standards, and an ongoing struggle to extract actionable insights consistently and reliably. Join this session to hear what impact big data solutions have had on retailers, and what to expect in the future. We'll explain:

      • Which big data solutions have delivered tangible results for retailers.
      • Where investments in analytics can deliver reliable ROI.
      • Which companies have notable big data success stories.
    • 10:20 AM - 11:00 AM

      Track E

      Sector Focus: Financial Services

      The Customer Purchase Journey For Financial Products

      How do today’s financial services customers shop for products and accounts? This session will use Forrester’s Technographics data to map the different paths to purchase across a range of financial products. The session will answer these three key questions:

      • Where do financial services customers start shopping for products?
      • How do prospects move across touchpoints when researching and applying?
      • What are leading digital teams doing to improve digital acquisition?
    • 10:20 AM - 11:00 AM

      Track F

      Sector Focus: Business-To-Business

      Winning Online In A Complex B2B Selling Environment

      Digital strategy is the topic du jour in B2B from the boardroom to the IT cubicle.  However, there is no established roadmap for crafting such a strategy, which is why many B2B organizations have dithered and flailed.  In this session, Girisha will talk about how United Stationers overcame its own strategic inertia in the middle of a complex B2B selling environment and:

      • Took control of transformation agenda by developing a multi-year digital strategic plan.
      • Built the organizational structures necessary for sustaining a world-class digital enterprise.
      • Planned for and avoided harmful disruption to the core business.
    • 11:00 AM - 11:40 AM

      Networking Break In The Solutions Showcase
    • 11:40 AM - 12:10 PM

      Guest Executive Forum With Intershop: Keep Technology Close And Your Customer Closer - The Symbiotic Relationships At That Help It Win Customers For Life

      There’s a reason why web-only retailer is ranked in Internet Retailer’s 2nd 500 Database of online retailers, but that reason might surprise you. Sure, it uses the industry’s most cutting-edge technology and an enterprise-class commerce platform. But what differentiates this leader in online social expressions is its unique approach of using technology to bring out the best in people — and using people to bring out the best in technology. Every day, President David Grocer and his staff find new ways to tailor technology and people to exceed the needs and expectations of their customers. In this session, David Grocer will share how to:

      • Find the right balance between technology and people.
      • Uncover touchpoints where people can have a significant positive impact on customer satisfaction.
      • Empower people throughout the organization.
      • Humanize technology.
    • 11:40 AM - 12:10 PM

      Guest Executive Forum With Lyons: The Rise Of B2B eCommerce: How The Consumerization Trend Enables Effective Online B2B Sales

      eCommerce has traditionally been the domain of the consumer retail channel. However, changes in the commercial buying journey, such as buyer demand for easier and lower-cost purchasing, and the increasing costs of traditional product catalogs and sales channels have helped drive eCommerce initiatives to be top of mind for many B2B organizations. To be successful, B2B firms need to build on the foundation of successful B2C organizations. In this session, the audience will learn:

      • An understanding of the B2B eCommerce market, including market size, competitive trends, and changing buyer behavior.
      • How to build a strong business case for launching a B2B eCommerce website.
      • The design and taxonomy elements that B2B firms should borrow from successful consumer eCommerce websites.
      • Business models for B2B eCommerce, including wholesale distribution, retail replenishment, and online product catalog replacement.
    • 12:20 PM - 01:00 PM

      Track D

      Sector Focus: Retail

      One Customer, One Organization, One P&L

      Digital business mastery and serving customers across touchpoints will ultimately shatter traditional silos. P&Ls managed in channel silos can drive companies to engage in strategies that support the objectives of the channel, rather than the needs of the customer as they weave throughout physical and digital touchpoints.  Leading US retailers are moving beyond omnichannel integration tactics and awakening to the fact that traditional pillars of online and offline retail are no longer relevant in the age of the customer. This session will explore:

      • How retailers can consolidate their organizational focus around a single P&L.
      • How a single P&L can realize a leaner, more efficient organization.
      • How holistic technology, customer experience, and supply chain investments build customer value, not annual bonuses.
    • 12:20 PM - 01:00 PM

      Track E

      Sector Focus: Financial Services

      The Channels That Digital Forgot?

      Digital innovation in many financial services firms often revolves around digital touch points. Yet human interactions remain crucial for high-value, complex, or emotional interactions, and channels such as branches, call centers, and financial advisers remain the key sales channels for financial services firms. The employees who work in these human channels have largely been left out of the digital innovation loop, with the focus being on how digital tools can replace them rather than empower them.

      • Will digital touchpoints ever replace human interaction in financial services?
      • How are innovative companies digitally empowering employees?
      • Why do digital executives need to play a leading role in transforming human channels?
    • 12:20 PM - 01:00 PM

      Track F

      Sector Focus: Business-To-Business

      Driving Digital Change In Traditional B2B and B2B2C Organizations

      Over the last couple of years, companies with traditional business models have made concerted efforts to evolve to offer an omnichannel experience for their customers. The road to this evolution has not been easy and the quest is still ongoing. Omar and Imran Haque, two brothers in senior digital leadership positions on a similar quest at two different companies, will share their respective experiences with digital transformation and address:

      • How to augment traditional business models with digital & eCommerce.
      • How understanding organizational dynamics and building proper organizational structures is critical for success.
      • Key lessons learned in the process of transforming into digital-first enterprises.
    • 01:00 PM - 01:50 PM

      Networking Lunch In The Solutions Showcase
    • 01:50 PM - 02:20 PM

      Track G

      Face to Face

      Digital Transformation - Who's Doing What? A Discussion With Your eBusiness Peers

      Mary Beach, Director, Forrester Leadership Boards
      Companies are in the throes of assessing and redefining their digital strategies. You're likely wondering how everyone else is doing in prioritizing initiatives and how quickly others are moving compared to you. Join your eBusiness colleagues for a facilitated discussion modeled on the Forrester Leadership Boards' unique approach to peer learning. Some questions we'll explore together in a guided conversation:

      • How are your peers closing the gap between having a digital strategy and equipping their team with the skills needed to execute on this strategy.
      • What are other organizations doing to create balance and alignment in their digital strategies?
      • What steps are your peers taking to reach digital operational excellence?
    • 01:50 AM - 02:30 AM

      Track H

      Data In Depth

      The Impact of Mobile Devices on US Retail

      Mobile devices, both smartphones and tablets, changed the way consumers shop.  This session will discuss the growth of eCommerce and its impact from mobile devices, while helping you:

      • Understand how mobile is enabling a shift in Buying Behavior
      • Understand if mobile is cannibalizing or enabling Ecommerce
      • Understand which industries or products are driving eCommerce and mCommerce growth

    • 01:50 PM - 02:30 PM

      Track I

      Executive Insights

      Lessons on the Road to Digital Business Transformation

      The crashing tide of digital change has made it clear across all industries that, in order to continue to compete successfully, companies must fundamentally transform themselves into digital businesses. But where to start and how to proceed are not straightforward questions. No single formula for success exists as each company has unique assets and challenges. Forrester Consulting has helped many of our clients--across multiple industries, geographies and business models--overcome these challenges and build their transformation plans. Come and learn from our experiences and set the path for your journey to becoming a digital business.

      • How do my current operations stack up against my competitors, peers, industry best practices.
      • How do I know which investments will have the greatest impact on customer satisfaction, revenue, efficiency and agility.
      • What changes will I need to make to my people, processes and technologies in order to transform my company into a digital business.


    • 02:30 PM - 02:40 PM

      Day Two Concludes