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Price: $300 (USD)
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Join Forrester research director Fiona Swerdlow for the next episode of the 2021 "Retail Lens" webinar series. This episode will feature:
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
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
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
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
In this webinar, we address team culture in government agencies. We look into employee experience (EX) metrics and how to utilize them to drive mission success by helping attendees gain practical skills for culture change.Key takeaways:Learn how to interpret your EX-metrics for key dimensions of organizational culture.Understand the benefits of cultures that are adaptive, purposeful, committed, and motivated to drive mission success.Adopt practical tools for culture change.Target audience level: all levels
Data quality is not a destination but a continuous journey of evolution and prioritization. “Redux” for data quality refers to the ongoing activity of improving data quality as an iterative process. Creating high-quality data involves identification of issues related to data accuracy, completeness and consistency, remediation, continuous monitoring, and maintenance of these processes throughout the lifecycle of the data.Key takeaways:Learn how to identify data quality issues and improve incrementally and iteratively.Understand how data quality can be augmented through automated rules recommendation, dashboards, observability, and statistics.Target audience level: all levels