Ron-Rogowski [Posted by Ron Rogowski]


Forrester’s first ever Customer Experience Forum kicks-off exactly one month from today, on June 22. The theme for the forum this year is “The Customer Experience Journey: Keeping Momentum In A Downturn.” I’m thrilled to be part of this wonderful event that will include executive speakers from big-name companies such as USAA, Virgin America, Symantec, Vanguard, New York Times and more.


In addition to our main stage content, we have a wonderful lineup of Forrester analysts presenting track sessions and moderating track panels. This year, I’ve been tasked with assembling a track entitled, “Reinforcing Brands With Every Interaction.” Headlining the track is one of Forrester’s most seasoned speakers, James McQuivey. His session, “Adding the Power of Convenience to Your Brand: A Convenience Quotient Analysis” will show attendees how convenience can be used a measure to guide, benchmark, and deliver brand experiences. James is consistently a top-rated speaker, and if you haven’t seen him speak in the past, I highly recommend his session.


The track will also have two analysts who came to Forrester through its acquisition of Jupiter Research last summer. Julie Ask will be presenting, “Putting Your Brand in Your Customer’s Hip Pocket: A Mobile POST Analysis” which will help attendees get started building a mobile engagement strategy for their brands. We will also be joined by Emily Riley, who will offer insights on how to tease out the relevant brand-building opportunities offered by social networks today and in the future during her session, “Building Brands In A World Of Social Media.” These two sessions promise to be as exciting as they are relevant to today’s channel landscape.


Rounding out the track I’ll be presenting a session tailored specifically toward customer experience professionals in financial services called, “Brand Building Web Site Best Practices In Financial Services.” During the session, I’ll show findings from research evaluating 16 financial services sites using our Web Site Brand Review methodology. This session will highlight brand building best practices in the banking, credit card, insurance, and investment sectors.


Of course, this track is but one of four offered in addition to all of the great main stage content we have on tap. And whether you choose to attend these sessions or not, I do hope you will join us in New York for the event on June 22 – 23. I look forward to meeting with you in person at the forum.