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Price: $300 (USD)
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Eighty-six percent of companies want to excel at customer experience. But only 27% of brands in Forrester’s 2015 CX Index benchmark even qualify as “good” in the eyes of their customers. One reason is the haphazard approach that most companies have taken to designing, delivering, and evolving customer interactions. Their old ways don’t cut it in a world where thousands of employees have to serve millions of customers through dozens of channels.
How should companies manage CX in 2016? Forrester’s CX Management Maturity Model answers that question. It spells out the activities, processes, and habits that every company needs to master in order to turn their CX vision into reality on a daily basis.
In this Webinar, the model’s creator, Forrester vice president principal analyst Megan Burns, talks about the six must-have CX management competencies for every firm and shares examples of successful CXM at real companies. Megan explains how to use Forrester’s new CXM Maturity self-assessment tool to get a sense of your company’s current CXM maturity and offers tips on how to build a realistic maturity improvement road map.
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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