Trends Report

Brief: Lessons From Speakers At Forrester's CXNYC 2016 Forum For CX Professionals

Leaders Share The Foundations Of Superior Customer Experience

August 16th, 2016
HM
Harley Manning
DC
Dylan Czarnecki
With contributors:
Scott Ross , Kara Hartig

Summary

At Forrester's CXNYC 2016 Forum, mainstage presenters shared how they create and maintain customer obsession at their companies. Their firms represent diverse industries from financial services and retailing to ingredient manufacturing. But these customer experience (CX) professionals all build experiences by focusing on the core competencies of customer understanding, design, culture, and measurement. This report reveals specific examples of how CX pros transform experiences by using these competencies to affect change across their entire organizations.

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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.