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Journey centricity leads to higher revenue, reduced costs, and better customer experience (CX). But becoming journey-centric takes many years and requires a change in operating model, moving six operational levers in concert. This webinar tells the story of how E.ON embraced a journey-centric federated operating model to cocreate value for its customers and the business.
In 2010, E.ON hit rock bottom. Customers sat with the executive board and shared some brutal insights — “I don’t know you, I don’t trust you, I don’t like you, and you’re probably destroying the planet, too.” E.ON had to improve CX and reduce detractors, as well as find ways to create devotees who stay loyal to the brand, are profitable, and forgive mistakes in a rapidly changing energy world. Since 2008, E.ON has been on a path to use journeys, not processes, as the building blocks for sustainable growth. Its customer journeys are key to giving over 47 million customers access to a sustainable supply of electricity and heat — with the aim of becoming climate neutral by 2040.
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Learn how E.ON overhauled key customer journeys and created federated journey teams across geographies with a center of excellence.
Forrester's latest research looks deeply at how mobile banking (and banking experiences more broadly) will evolve over the next three years. Using survey data from tens of thousands of banking customers across 10 countries, we identify 10 new must-have capabilities and 10 emerging differentiators. This session outlines our latest "What's Next In Mobile Banking" research, including data, examples, insights, and best practices. We also discuss how digital banking leaders and their teams can prioritize which initiatives will have the most impact on their customers' experiences and their own business outcomes.Key takeaways: Hear which mobile banking features customers most value.Learn about the 10 offerings that are becoming table stakes in digital banking.Identify emerging capabilities that will differentiate banking brands for specific audiences.Understand how "systems of exploration" can guide your organization's efforts to experiment and innovate in digital banking.Target audience level: all levels
Join Forrester experts and your peers for an interactive presentation that will dive deeper into Forrester’s 2025 Predictions for trust.Key takeaways: Understand the changing technology, consumer, and market dynamics in store in 2025. Uncover new insights based on Forrester’s research and expert analysis.Prepare your team and your organization for what’s ahead. Target audience level: all levels
Join Forrester experts and your peers for an interactive presentation that will dive deeper into Forrester’s 2025 Predictions for Healthcare.Key takeaways: Understand the changing technology, consumer, and market dynamics in store in 2025. Uncover new insights based on Forrester’s research and expert analysis. Prepare your team and your organization for what’s ahead.Target audience level: all levels
Gearing up to deliver great experiences? Start with why your organization is investing in Customer Experience (CX). Whether the objective is revenue, growth, profitability, retention, innovation, or brand value, organizations need a unique set of capabilities to determine what customers need, design and test solutions, and deliver for customers.Key takeaways:Explore B2B CX success stories.Learn how to match CX capabilities to your mission.Learn what skills to own, upskill, borrow, and outsource.Target audience level: beginner and intermediate
Cross-channel marketing hubs (CCMHs) are the nerve center of the B2C marketing technology (martech) ecosystem. CCMHs typically include data management and analytics to enable customer understanding; planning, collaboration, content management, and measurement tools to optimize brand strategy; and automation workflows, channel integration, and personalization to orchestrate cross-channel experience delivery.An effective CCMH solution can position marketing as an indispensable component of an organization’s customer-obsessed growth engine. Think of your CCMH as much more than a campaign management platform. Instead, leverage it for channel-agnostic moments-based marketing that engages your customers with compelling, contextually relevant experiences.Key takeaways:Understand the current CCMH landscape.Learn about different CCMH solutions.Discover which CCMH solutions are right for you.Hear best practices from leading firms.Target audience level: all levels
This webinar explores findings from the recent Forrester Wave on customer feedback management (CFM) solutions. Join us to learn about key providers, major trends, and advice for buyers. Bring your questions!Key takeaways:Understand the CFM market.Learn how reference customers are using their CFM solutions and what they love — or don’t — about the offering.Identify the key vendors you should consider based on this research.Target audience level: all levels
