Customer Experience Best Practices From 2008 Finance And Consumer Marketing Forums EMEA

In November 2008, Forrester held concurrent forums in London for consumer marketing and financial services professionals. Leading companies and their design agencies offered insight into their best customer experience practices. Mike Thompson of Barclays spoke about the bank's initiatives to guide employee interactions with customers; Dr. Nicola Millard detailed BT's best practices for the customer experience organization; David McQuillen explained Credit Suisse's approach to staying client-focused; Pernille Bruun-Jensen of Johnson & Johnson and Lars Hemming Jorgensen of Story Worldwide described their successes in fostering engagement around a medical device; and Marc Sands explained what The Guardian is doing to thrive in a world where consumers no longer define themselves as "Guardian readers."