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Forrester’s 2021 Digital Process Automation (DPA) Survey results are in and three things are clear: 1) Process automation is a critical part of strategic organizational objectives like driving transformation and improving customer experience; 2) process optimization and reengineering must happen in lockstep with automation; and 3) organizations have embraced low-code and DPA tools to bring business users closer to the development process and drive rapid and adaptive value.
Join this webinar as we take a closer look at the results of this year's DPA survey and what they mean for your business.
Key takeaways:
Target audience level: intermediate
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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
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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
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.Key takeaways:Learn how E.ON overhauled nine key customer journeys and created federated journey teams across nine geographical markets with a center of excellence.Understand how E.ON established a clear “why” and got broad executive support.Learn how E.ON instilled a journey mindset and professionalized and decentralized journey roles.Find out how E.ON uses three tiers of metrics embedded across all layers of the organization with driver and ROI analysis.Dive into the results of E.ON’s ongoing transformation, including a 40-point improvement in strategic Net Promoter Score℠ (NPS).Target audience level: all levels
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