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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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What Customer Experience Professionals Need To Know About The Year Ahead
What Customer Experience Professionals Need To Know About The Year Ahead
Consumers connect to the internet on 14.1 different devices, platforms, and channels. The combination of these three elements increases the possibilities logarithmically. While the current landscape is nuanced, the future complexities will be even greater as the types of devices, platforms, and channels expand.Businesses do not have unlimited resources to serve their customers in every possible place, let alone every interface (e.g., direct messaging, voice) where they access internet services.This webinar helps digital business executives use Forrester’s 3D Connected Consumer model to make smart digital experience device, platform, and channel investment decisions.Key takeaways:Use Forrester’s POST methodology to make technology channel decisions.Leverage customer data cuts from Forrester to make smart, data-based decisions.Break free from device-anchored experiences.Own as many moments as you can — and borrow the rest.Target audience level: intermediate
Content is core to many essential business processes. This webinar looks at key trends and emerging use cases in the ever-evolving ECM market. We highlight innovation in modern content platforms and share findings from recent research.Key takeaways:Understand key findings from The Forrester Wave™: Content Platforms, Q1 2023.Learn about the key use cases driving the content management market.Understand the role of content in the broader digital workplace stack.Target audience level: intermediate
Data culture is an enigma. Without an understanding of it, employees are disjointed and disconnected across hybrid, onsite, and remote environments. Rather than fighting multiple fires, companies should embrace Forrester’s concept of curiosity velocity, which helps leaders in technology, data, digital, and customer experience align and focus their efforts so they can get to the core of their challenges and reprioritize their energy on cross-cutting metrics to move the needle on insights-driven decision-making.Key takeaways:Identify common barriers that your peers are facing.Learn what curiosity velocity is and how it can inspire support for your data culture improvement efforts.Walk away with a list of questions you can use to inspire meaningful conversations and organizational data culture change.Target audience level: all levels
Seismic shifts in buying group behavior and business dynamics are wreaking havoc on the frontline B2B marketing teams accountable for revenue, such as demand marketing, account-based marketing (ABM), and customer marketing. All marketing teams share some responsibility for addressing changing buyer behaviors and influencing revenue, but frontline marketing teams that are directly accountable for pipeline and revenue are most susceptible to changing buying behaviors. For them, failure to meet pipeline or revenue objectives could mean termination.In this webinar, Forrester Research Directors Steve Casey and Lisa Nakano lead a panel discussion with B2B marketing analysts John Arnold, Lisa Gately, and Malachi Threadgill to unpack a major mindset shift happening in the most progressive B2B marketing organizations. Forrester calls this mindset shift lifecycle revenue marketing (LRM). Our discussion will focus on the reasons and changes needed to move from an inside-out approach that lives or dies by internal processes to an outside-in strategy that lives and breathes the customer lifecycle and empowers frontline marketers to extend engaged audiences and stand up more adaptive programs.Key takeaways:Current trends in buying behavior and the impact on frontline marketing effortsAn introduction to the guiding principles of lifecycle revenue marketing (LRM)How LRM breaks through silos, extends audience engagement, and connects marketing programs to the full lifecycle of revenue opportunitiesTarget audience level: all levels
Forrester analyzed the most recent earnings announcements of a basket of leading public cloud service providers, software vendors, and technology service providers in a recent series of reports. This webinar reviews the financial results of these announcements, the market signals, and how technology executives should use this information.Key takeaways - Learn the results and main trends of the earnings announcements.Understand the implications of these signals and what they mean for you.Target audience level: all levels
Banks' digital transformation continues. Driving forces such as emerging technologies, fintechs, changes in customer behavior, and the decomposition of the banking industry have been joined by a more challenging economic environment, putting pressure on banks to ensure that their technology investments strike the right balance between costs and benefits. To help banks make informed decisions, this webinar provides an overview of the nine most important technologies, spanning three investment horizons.Key takeaways:Learn which of Forrester's top nine emerging technologies for banking are ready to deliver a return on investment today, which will get there in two to four years, and which are likely to deliver ROI in five years or more.Gain insight into how these technologies map onto banks' tactical and strategic goals, and what benefits they can bring.Target audience level: intermediate
