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Description
To excel at customer experience, organizations must routinely perform certain practices that are required to design, implement, and manage customer experience in a disciplined way. Forrester scanned its 13 years of customer experience research and created a framework that outlines 40 essential practices across six disciplines: Customer Understanding, Governance, Measurement, Strategy, Design, and Culture.
Customer experience professionals looking to help their company move up the maturity curve should attend this teleconference to learn the ins and outs this new framework and how they can use it to chart a course to customer experience excellence.
Agenda:
- Why define customer experience maturity?
- What does customer experience maturity look like?
- How can companies use Forrester’s Customer Experience Maturity Framework to improve their ability to systematically manage customer experience?
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