Vision Report

Customer Experience Skills Are Critical To The Success Of Agency Relationships

May 7th, 2010
VD
Vidya Drego

Summary

In the era of Adaptive Marketing, mass media is no longer the foundation of marketing communications. What takes its place? A holistic experience comprised of traditional and interactive marketing, Web sites, and blogs that builds communities and encourages participation from consumers. To find partners equipped to conceive, create, and measure these experiences, customer experience professionals must take an active role in agency selection and partnership, helping choose and then working with partners that are skilled in the three I's: ideas, interaction, and intelligence.

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.