WHAT: Forrester Research, Inc. (Nasdaq: FORR) Forrester’s Customer Experience Forum, 2009 — The Customer Experience Journey: Keeping Momentum In A Downturn

Now more than ever, executives say that customer experience is critical to how their firms compete. They’re right; Forrester’s research shows a high correlation between good customer experience and increased customer loyalty. The bad news is that most firms get very low marks from their customers, and that translates into lower sales, higher churn, and lost business that goes to competitors.

How can companies improve business results by developing deeper connections with their customers? It starts with the recognition that customer experience is an enterprisewide activity, not an isolated event. This realization starts companies on a multiyear customer experience journey.

Forrester’s first-ever Customer Experience Forum will bring together customer experience professionals from top companies that share one thing in common: their firms are navigating their way through a multiyear journey to customer experience excellence — despite the current economic downturn.

As part of the Forum, Forrester will recognize companies that lead the way in collecting, interpreting, and reacting to customer feedback by announcing the winners of the first-ever Forrester Voice Of The Customer Award. Information about the 2009 Voice Of The Customer Award is available at http://blogs.forrester.com/customer_experience/.

WHEN: June 22-23, 2009

WHERE: Grand Hyatt New York 109 East 42nd St. at Grand Central TerminalNew York, NY 10017Phone: +1 212.883.1234

WHO: In addition to Forrester’s industry-leading analysts, featured guest speakers include:

  • C. David Cush, Chief Executive Officer, Virgin America
  • Aisling Hassell, Vice President, Customer Experience and Online, Symantec
  • Ingrid Lindberg, Customer Experience Officer, CIGNA
  • F. William McNabb III, President and Chief Executive Officer, Vanguard
  • Martin A. Nisenholtz, Senior Vice President, Digital Operations, The New York Times Company
  • Wayne Peacock, Executive Vice President, Enterprise Business Operations, USAA
  • Sohrab Vossoughi, President and Founder, Ziba Design

The Forum offers four in-depth tracks designed for Customer Experience professionals, one-on-one meetings with Forrester analysts, and peer-networking events. Members of Forrester Leadership Boards, including members of the Forrester Customer Experience Council, will be attending a post-Event panel and cocktail reception, while members of Forrester’s Customer Experience Council will gather for a dinner during the Forum.

Nearly 20 sponsors, including platinum sponsor Acxiom and gold sponsors Effectiveui, Molecular, Sapient, and Sitecore, will share their solutions in a technology showcase. Attendees can also register for the post-Forum Workshop “Win Customer Loyalty By Demonstrating Customer Advocacy.”

CONTACT: Complete Event information is available at http://www.forrester.com/customerexperience2009.

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