WHAT: Forrester Research, Inc., (Nasdaq: FORR) Consumer Forum 2010: Unleash Your Organization To Serve Empowered Customers

With the advance of social tools such as Twitter, YouTube, and foursquare, firms are transforming how they interact with their customers. That’s because with these tools in hand – accessible on smartphones, tablets, and connected TVs – customers are more empowered than ever. As companies embrace these new channels, they must change the way they run their consumer organizations. Today’s question isn’t “How should we use Twitter to communicate with customers?” Rather, it’s “How can we empower employees to solve customer problems and foster loyalty?” It’s a tall order given that most firms have metrics and goals in place that actually prohibit employees from interacting with customers in new ways. Firms need leaders who can help unleash their employees to solve customer problems and create new opportunities to connect with empowered consumers.

Forrester’s Consumer Forum 2010 – designed for marketing and strategy professionals – will show how to transform the organization to meet the needs of empowered consumers, which is detailed in the new Forrester book Empowered. During his keynote presentation, Empowered co-author Josh Bernoff will showcase the framework that companies can use to reach out to the empowered consumer. Principal Analyst Charles Golvin’s keynote will examine how to reach the ubiquitously connected consumer across different networks, devices, and platforms. Additional sessions will examine how four transformative technologies – mobile devices, pervasive video, cloud computing services, and social media – have changed companies’ relationships with customers and which firms and leaders have risen to the challenge of creating new models and structures for customer engagement.

WHEN: October 28-29, 2010

WHERE: Hilton Chicago

720 South Michigan Avenue

Chicago, IL 60605

+1 312.922.4400

WHO: More than a dozen Forrester industry-leading analysts will be joined by featured guest speakers, including:

  • John Collins, Chief Operating Officer, National Hockey League
  • Robert Katz, Chairman and CEO, Vail Resorts
  • John Kosner, Senior Vice President and General Manager, Digital Media, ESPN
  • Kevin Krone, Vice President Marketing, Sales, and Distribution, Southwest Airlines

The Forum offers track sessions designed for marketing and strategy professionals, including the Consumer Product Strategy professional, Customer Intelligence professional, Marketing Leadership professional, eBusiness & Channel Strategy professional, Market Research professional, and Interactive Marketing professional. Members of Forrester Leadership Boards will be attending peer networking events. Attendees can also register for two pre-Forum Workshops: Engaging Your Customer In The Mobile Environment and Web Site Brand Review.

Twenty-six sponsors, including platinum sponsor Acxiom and gold sponsors Baynote, Blast Radius, Critical Mass, Experian Marketing Services, Infogroup, Isobar, and TouchCommerce will participate in the Event’s Solutions Showcase.

Winners of the fourth annual Forrester Groundswell Awards in the B2C North America division will be announced at the Forum on Thursday, October 28, 2010. Forrester created this award to recognize excellent and effective use of social technologies to accomplish a corporate goal. For more information about the Awards, including submission guidelines and deadlines, go to http://forr.com/groundswellawards.

CONTACT: Attendees who register for Forrester’s Consumer Forum 2010 before September 17, 2010 will be eligible for a discount. To register, please call 888.343.6786. Complete Event information is available at www.forrester.com/consumerforum2010.

MEDIA: Members of the media can register for this Event by providing their full contact information to press@forrester.com.