Imitation may be the highest form of flattery — but it’s not innovation. Instead, at Forrester we define customer experience innovation as the creation of new customer experiences that drive differentiation and long-term value. Forrester’s Kerry Bodine has done extensive research around the impact of positive customer experiences on the success of organizations and recently gave the keynote at Forrester’s Forum For Customer Experience Professionals. On Wednesday, October 30, @Forrester will host a #ForrIdeas Twitter chat with Kerry based on her message that in order to innovate customer experience, you must triangulate on consumer needs, business model, and brand. Watch a clip of the speech here, and be sure to join us on Wednesday. You can also learn more about Kerry’s book Outside In and Forrester’s take on customer experience here.
Please join us at 12 p.m. ET on Wednesday, October 30, to participate in the chat. Follow @Forrester on Twitter, and search for the hashtag #ForrIdeas to find the chat. You can follow Kerry at @kerrybodine. The chat will be centered around the following questions:
Q1: Is your company innovating the #custexp? Why or why not? #ForrIdeas
Q2: How are you thinking #outsidein to identify the things your customers actually want from your org? #ForrIdeas #custexp
Q3: How does your business model shape the types of interactions that you have with your customers? #ForrIdeas #CX
Q4: How is your #brand shaping the qualities of interactions that you have with your customers? #ForrIdeas #custexp