Trends Report

Brief: Key Takeaways From Forrester's Forum For CX Professionals West 2014

CX Leaders Transform Their Organizations To Drive Innovation

December 15th, 2014
Deanna Laufer, null
Deanna Laufer
With contributors:
John Dalton , Curt Nichols

Summary

At Forrester's Forum For Customer Experience Professionals West 2014 in Anaheim, California, speakers shared best practices for rising above the pack and boosting customer experience from good to great. In doing so, they reiterated two common themes for customer experience professionals: Organizations need to do away with constrictive siloed structures and create responsive learning organizations, and smart data management frees employees to innovate.

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