Get access to a single webinar that is currently outside of your subscription.
Price: $250 (USD)
Partner with Forrester Research to get access to webinars, insights and frameworks aligned to your role. Shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.
Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience to strategic stature. In 2012, this shift manifested itself privately through sweeping organizational changes at companies in nearly every industry — and shined publicly through an increase in mainstream media mentions, a proliferation of customer experience conferences, and a burgeoning community of practitioners.
In 2013, leaders who gathered momentum over the past few years will look to reinvigorate their efforts and avoid stalling out. These companies — and those that seek to follow their lead — will turn a close eye to their internal operations and renew their focus on customer insights. Meanwhile, laggards will take shortcuts to catch the customer experience train — and will crash and burn as a result of their own short-sightedness.
In this webinar, analysts Kerry Bodine and Ron Rogowski share Forrester's predictions for what Customer Experience Professionals should expect in the year ahead.
Agenda:
You'll receive an email with dialing and Webex instructions prior to the Webinar.
See the Webinar FAQs for answers to technical and other Webinar questions.
In 2011, the customer experience ecosystem will expand to include a dizzying array of new devices, touchpoints, and physical interactions. The breadth of this emerging ecosystem and the number of consumers engaged at each touchpoint will have significant
While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a slippery economy will be the major drivers of strategic initiati
Real-time interaction management (RTIM) delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. Assembling an effective RTIM ecosystem lays the foundation for enabling more immersive, invisible customer experiences. It's an enterprise challenge involving significant investments in both technology and people. Successful projects deliver long-term ROI.RTIM is more than a single technology platform. Your needs may dictate a centralized next best experience (NBX) decision engine, a customer journey orchestration (CJO) solution, a cross-channel marketing hub (CCMH), a personalization engine (PE), or a combination of these capabilities. This webinar helps you choose the right solution to meet your RTIM needs.Key takeaways: Understand the current RTIM landscape.Learn about different RTIM solutions (NBX, CJO, CCMH, and PE).Discover which RTIM capabilities are right for you.Hear best practices examples from leading firms.Vendors mentioned: Adobe, Dynamic Yield by Mastercard, Engage Hub, Genesys, HCLSoftware, Medallia, Microsoft, MoEngage, Monetate, NGDATA, Pegasystems, Salesforce, and SASTarget audience level: intermediate and advanced
Emily Pfeiffer, Forrester principal analyst, presents the state of the commerce search and product discovery market, including the results of the recent Forrester Wave of this market. With the help of Sucharita Kodali, VP and principal analyst, Emily takes your questions — live!Key takeaways: Learn the state of the newly-converged commerce search market.Know who the major players are and how they’re leveraging their recent acquisitions.Target audience level: all levels
This webinar was originally scheduled for February 15, 2024Effective customer feedback management and customer experience (CX) measurement programs can help you understand your customers’ needs and determine whether your organization creates customer experiences that drive business results. Join us to discuss the results of latest voice-of-the-customer (VoC) and CX measurement survey.Key takeaways:Learn how CX leaders around the world are executing their feedback management and CX measurement programs.Learn what metrics CX leaders and their organizations rely on.See what technology CX leaders are using and how they’re leveraging generative AI.Target audience level: all levels
