Trends Report

Key Takeaways From Forrester's 2013 Customer Experience Forum West

CX Leaders Highlight Customer Understanding And Culture

December 17th, 2013
John Dalton, null
John Dalton
Amelia Sizemore, null
Amelia Sizemore
With contributors:
Harley Manning , Curt Nichols

Summary

At Forrester's 2013 Forum For Customer Experience Professionals West in Los Angeles, speakers representing industries ranging from hospitality to windshield repair presented best practices for boosting customer experience to the next level. The common themes: amplify customer understanding efforts to design a tailored experience and shape organizational culture around the customer.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.