Great customer experiences are fast becoming the most important differentiator for client-facing companies. To win and retain customers, businesses must focus on creating successful multichannel customer experiences — offline, online, and across all channels.

Today, at the Forrester Research, Inc. (Nasdaq:FORR) Consumer Forum, industry leaders, including media and eCommerce mogul Barry Diller, and executives from, ESPN, Origins, Dow Jones, and DDB Worldwide will share their strategies on creating successful multichannel customer experiences that win and retain customers. The two-day forum will attract more than 550 business executives to the Grand Hyatt New York.

“Two-thirds of consumers use multiple channels in their everyday lives — to shop, manage their money, and seek information and entertainment. Because these consumers do not prefer one channel over another, a complex scenario for businesses has emerged,” said Chris Charron, research director at Forrester Research. “Although most companies understand that they must integrate their business across all channels to satisfy today’s consumers, most are not doing it well.”

The Consumer Forum will inform companies how to extend brands across digital and physical channels, reinvent product design to meet the needs of ever-demanding consumers, and use new technologies to enhance the customer experience.

Industry speakers and panelists include:

  • Barry Diller, Chairman and CEO, InterActiveCorp
  • Tim Brown, President and CEO, IDEO
  • Artie Bulgrin, Senior Vice President, Research & Sales Development, ESPN
  • L. Gordon Crovitz, Senior Vice President; President, Electronic Publishing, Dow Jones & Company
  • Mark V. Stabingas, Vice President, Worldwide Business Development and Services Sales,
  • Lynne Greene, President, Origins Natural Resources
  • Keith Reinhard, Chairman, DDB Worldwide
  • Fred Leichter, SVP, Fidelity Electronic Business, Fidelity Investments
  • Dennis M. Shockro, Vice President, Information Systems, The Yankee Candle Company
  • Joan Broughton, Vice President, Multi-Channel Programs, REI
  • Rick Mandler, Vice President and General Manager, Walt Disney Internet Group & ABC¿s Enhanced TV, Walt Disney Company
  • Lakish Hatalkar, Emerging Media Strategist, Procter & Gamble
  • Omar Rodriguez, Vice President, Worldwide Director, Integrated Communications, The Coca-Cola Company
  • Chris Gaebler, Director, Marketing Strategy and Intelligence, Corporate Marketing, Sony Electronics
  • Steven G. Rosenblum, Director, GMC Advertising and Sales Promotion, Pontiac-GMC Division, General Motors Corporation
  • Glenn Engler, Executive Vice President, Marketing, Digitas
  • Amy Curtis-McIntyre, Vice President, Marketing, JetBlue Airways
  • Scott A. Key, Senior Director, Marketing, Gap Inc. Direct, Gap Inc.
  • Colette Courtion, Director, Starbucks Interactive, Starbucks Corporation
  • Chris Colburn, Vice President, Interaction Design, R/GA
  • Michael Moore, Worldwide Director, Purina Interactive, Nestlé Purina PetCare Company
  • Barry Judge, Vice President, Consumer and Brand Marketing, Best Buy
  • Jim Garrity, Executive Vice President and Chief Marketing Officer, Wachovia
  • Charlie Tarzian, Chief Executive Officer, Euro RSCG Circle

Forrester speakers include:

  • Chris Charron, Research Director
  • James L. McQuivey, Research Director
  • Paul Sonderegger, Principal Analyst
  • Harley Manning, Principal Analyst
  • Kate Delhagen, Research Director
  • Charlene Li, Principal Analyst
  • Bob Chatham, Principal Analyst
  • Jim Nail, Senior Analyst
  • Christopher M. Kelley, Senior Analyst
  • Josh Bernoff, Principal Analyst
  • Mark Dixon Bü nger, Senior Analyst
  • Carrie A. Johnson, Senior Analyst
  • Christine Spivey Overby, Senior Analyst
  • Henry H. Harteveldt, Principal Analyst