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For Customer Experience Professionals

Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

A Panel Discussion At The 2010 Customer Experience Forum

August 3, 2010

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Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites are dead," and a discussion of strategies for cross-channel orchestration. One major point of agreement among these sometimes-contentious customer experience leaders from FedEx, Time Warner Cable, and USAA: They uniformly attributed their breakthroughs to moving away from a product innovation mindset toward a customer-centered approach to doing business. This new mindset is helping the firms better understand and react to customers' rapidly changing expectations.

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Table of Contents

  • Trends In Customer Experience
  • RECOMMENDATIONS

  • Build A Customer Experience Movement
  • Supplemental Material
  • Related Research Documents

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