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Price: $250 (USD)
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"Innovation" has become a buzzword in the customer experience field. Everyone talks about it, but no one knows quite what it is or how to attain it. In fact, most firms that believe they're innovating are actually thwarting differentiation, and wasting massive amounts of time and money in the process. This webinar provides a framework that will help Customer Experience Professionals create true innovations: new experiences that drive differentiation and long-term value.
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Customer experience (CX) functions come in all shapes and sizes. This session provides multiple approaches to scale your organization based on your current state and future ambitions.Key takeaways:Learn about the 10 most common CX organizational scenarios and scaling approaches.Learn how to assess your current organization, identify gaps and opportunities, and build future capabilities.Consider which capabilities to own, collaborate on, or outsource and where to hire or upskill employees.Target audience level: intermediate
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
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
Only one thing is known going into 2023: There’s going to be whole a lot of uncertainty, with war, inflation, and supply chain issues top of mind. These forces all point to economic turbulence — but that’s not what Forrester’s data suggests when it comes to tech spend. Forrester’s research predicts that global tech spending will, for the first time ever, eclipse $4.8 trillion this year. How will 2023 play out? Attend this webinar to find out.Key takeaways:Discover Forrester predictions for technology executives in 2023.Learn how to prepare for the coming year using Forrester's relevant research and frameworks.Ask Forrester experts how to navigate a turbulent year ahead.Target audience level: all levels
Customer experience (CX) leaders often resort to best guesses when they recommend improvement goals for CX beacon metrics, such as Net Promoter Score℠ (NPS) or overall satisfaction. These leaders often base their guesses on faulty assumptions and untested inferences. The results lead to unrealistic goals and unmet expectations.In this Forrester webinar for CX professionals, learn strategies for setting CX metric goals regardless of your company’s CX measurement maturity. These approaches apply to NPS and other beacon metrics.Key takeaways:Learn common challenges to setting CX beacon metric goals.Identify the most appropriate goal-setting strategy for your measurement maturity.Gain confidence in your recommendations to company leadership.Target audience level: all levels
Car-and scooter-sharing services attract more and more urban customers, but still struggle to deliver on experience. This webinar will explain why and present the components that sustain a good mobility experience.Key takeaways:Learn about the game-changing trends in the European mobility space.Understand the components of a good mobility experience. Target audience level: all levels