Customer Experience Predictions For 2020: It’s All About Proving Business Results

Voice-of-the-customer (VoC) programs need to evolve. Those that do so effectively will evolve away from siloed programs on the margins of organizational strategy to become organization-wide feedback management practices. VoC teams that fail to adopt new ways of working face irrelevance and threaten customer obsession. Organizations that do not understand their customers cannot effectively put the customer at the center of their leadership, strategy, and operations.Key takeaways:Understand why VoC programs need to adapt to thrive.Discover examples from companies that have successfully retooled their VoC programs to be more effective.Learn tips for getting started/where to start.Target audience level: all levels

Colleen Fazio

 

Personalization is table stakes in B2B, and it need not involve personally identifiable information to be effective. AI-powered personalization capabilities are enabling more relevant interactions and better conversations throughout the customer lifecycle, helping organizations deliver increasingly contextual interactions with immediate value.Key takeaways:Insights into B2B buyer expectations for and attitudes toward personalizationThe personalization techniques that B2B marketers find to be most impactfulTarget audience level: intermediate

Jessie Johnson

 

Brands that have historically distributed through wholesale channels continue to embrace the pandemic-led trend of placing a significant focus on digital commerce in three key areas: sales on e-commerce marketplaces, wholesale dot-com sites, and direct-to-consumer (DTC) businesses. In this webinar, we analyze brand manufacturer attitudes toward each channel of distribution and their commitments to brand protection.Key takeaways:Learn the benefits of DTC e-commerce.Determine if a DTC strategy would fit your brand.Understand the pros and cons of selling through third-party marketplaces.Learn how to control and protect your brand.Target audience level: intermediate

Sucharita Kodali

 

Many clients are moving from marketing qualified leads to buying groups and opportunities. With this transformation, questions come up such as: How do we convince sales to make this revenue transformation? What technology do we need to make implementing this process easier? How is an opportunity different from accounts? Join us for this webinar to better understand and evaluate Forrester’s B2B Revenue Waterfall. Key takeaways: Learn about the B2B Revenue Waterfall.Gain insight into the top questions clients ask when adopting the B2B Revenue Waterfall.Target audience level: intermediate

Terry Flaherty

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Amy Hawthorne

 

Gen Z employees, the generation born between 1997 and 2012, are entering your organization and will account for 27% of the workforce by 2025. To counter the myths and misconceptions about Gen Z, we surveyed thousands of Gen Zers in multiple countries.In this webinar, we present the results of this research. Understanding this data will help you successfully integrate Gen Z employees and reap the benefits that Gen Z can deliver.Key takeaways: Learn how integrating Gen Z employees can help you to:Narrow the skills gap in your organization.Transform your workforce toward a digital mindset.Elevate your diversity and inclusion efforts.Create a more resilient workforce.Target audience level: intermediate

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Dan Bieler

,  Hannah Jachim  

It is critical for leaders to constantly navigate their firms through prevailing market headwinds. Forrester’s tech insights and econometric research (TIER) discusses the ever-evolving budgetary demands and constraints, evaluating the risks and opportunities that are reshaping planning strategies.Key takeaways:Learn what critical indicators lead and lag budget performance.Learn where and when to create future opportunities, and where and when to capture current opportunities.Learn why and how an option-oriented budget strategy can offset demand shifts and changing constraint dynamics.Target audience level: all levels

Christopher Gilchrist