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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.
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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
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Anyone who sells software or digital goods online and wants to grow through globalization will at least consider a third-party Merchant Of Record model. Merchant of Record (MOR) solutions have existed for decades, but the industry has made headlines recently with some notable departures: Digital River, a former heavyweight in the market, is closing up shop, and a relative newcomer in the category, Lemon Squeezy, was acquired by payments heavyweight Stripe, which, per its founder, will “scale Merchant Of Record selling in a big way.”In this webinar, Forrester analyst Lily Varon is joined by a panel of CEOs from three major players in the MOR solution space: David Nachman, CEO of FastSpring; Jimmy Fitzgerald, CEO of Paddle; and Wendi Sturgis, Board Advisor and Former CEO of Cleverbridge. Key takeaways: Understand what is really going on with the Merchant Of Record market right now.Learn how to avoid common pitfalls of MOR selling.Discover the best ways for digital leaders to prepare for the future of MOR selling.Target audience level: all levels