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This teleconference serves as a guide for Customer Experience professionals seeking an overview of recent Forrester research for their role. Attendees also get a sneak peak at upcoming reports relevant to them. The speakers start by highlighting the most significant data points, findings, and recommendations of the past quarter. Next they take a more in-depth look at our newest series of benchmark reports, focusing in on "Best And Worst Of Brand Building Web Sites, 2008." Finally, they share titles and topics for new research coming out in the first quarter of 2009.
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How good is the overall experience offered by leading brands' Web sites in 2008? To find out, we graded the sites of 20 top brands using Forrester's updated Web Site Brand Review methodology. Our tests measure how well top sites cater to user needs (Brand
Spending for personas continues to increase, but companies don't use them regularly. Our research uncovered three drivers of persona success: a design process that explicitly incorporates personas, an appropriately developed persona, and organizational bu
Gen Y is a unique breed. Firms can't interact with these young consumers in the same way they do with older consumers. That's why Forrester identified four design approaches for reaching Gen Y online: immediacy, Gen Y literacy, individualism, and social i
When the economy is in trouble, most executives start looking for ways to cut costs from their budgets. Customer experience professionals should take advantage of this situation and promote improving Web usability as a key way to eliminate unnecessary sal
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
