The US Customer Experience Index, 2020: CX Differentiation Is The Key To Long-Term Success

In 2022, Web3 frequently dominated the headlines for all the wrong reasons. Leaving aside the travails of centrally controlled entities, hardly a day went by without some form of exploit that resulted in (sometimes considerable) funds being exfiltrated from protocols and services running on public blockchains. Fundamental Web3 design and governance issues also had unwanted side effects. This matters, even if Web3 or decentralized finance (DeFi) as such aren't on your agenda for 2023: Any enterprise engaged in, or planning, NFT-related activities may end up suffering the consequences of basic security deficiencies.Key takeaways:Hear about the most serious security breaches of 2022 and what caused them.Learn what you can do to prevent such incidents, or at least mitigate the consequences.Understand why Web3 won’t succeed unless there's a step change in how process designers and developers approach security. Target audience level: beginner and intermediate

Martha Bennett

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Sandy Carielli

 

Banks' digital transformation continues. Driving forces such as emerging technologies, fintechs, changes in customer behavior, and the decomposition of the banking industry have been joined by a more challenging economic environment, putting pressure on banks to ensure that their technology investments strike the right balance between costs and benefits. To help banks make informed decisions, this webinar provides an overview of the nine most important technologies, spanning three investment horizons.Key takeaways:Learn which of Forrester's top nine emerging technologies for banking are ready to deliver a return on investment today, which will get there in two to four years, and which are likely to deliver ROI in five years or more.Gain insight into how these technologies map onto banks' tactical and strategic goals, and what benefits they can bring.Target audience level: intermediate

Jost Hoppermann

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Martha Bennett

 

Join Sucharita Kodali, Fiona Swerdlow, and Nicole Murgia for a recap of the 2022 end-of-year holiday season. In this webinar, we review insights about the season to inform your planning for Holiday 2023.Key takeaways:How US, UK, and French consumers felt about the season overallHighlights from 2022 Black Friday and Cyber Monday eventsInitial thoughts on areas to work on for Holiday 2023Target audience level: all levels

Fiona Swerdlow

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Sucharita Kodali

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Nicole Murgia

 

Customer experience (CX) functions come in all shapes and sizes. This session provides multiple approaches to scale your organization based on your current state and future ambitions.Key takeaways:Learn about the 10 most common CX organizational scenarios and scaling approaches.Learn how to assess your current organization, identify gaps and opportunities, and build future capabilities.Consider which capabilities to own, collaborate on, or outsource and where to hire or upskill employees.Target audience level: intermediate

Su Doyle

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Judy Weader

 

Customer-obsessed B2B companies overwhelmingly outperform their peers in growth, retention, and employee engagement. But much as you might like to, you can't do everything all at once. In this session, we show you how to determine the appropriate level of focus and investment in customer obsession to create value responsibly for your customer and your company.Key takeaways:A definition of customer obsession and why it matters for B2B organizationsA structure for identifying the optimal balance of investment and returnAn approach for your organization to determine the right type of investmentTarget audience level: intermediate

Amy Bills

, 

Nick Buck

 

Banks are bracing for tougher economic conditions and a possible global recession in 2023. As with past recessions, banks will look to batten down the hatches while the storm passes. But the smart firms will ensure that the investments they do make will put them in a strong position for the subsequent economic upturn. This webinar explores Forrester’s banking predictions in 2023. Key takeaways:In 2023 we anticipate that:Process miners will be the heroes as banks redirect innovation spend.Banks that fail to tackle their technical debt will lose out to agile competitors.Green finance’s value will reach $1.2 trillion after a year of stagnation. Target audience level: all levels

Alyson Clarke

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Jost Hoppermann

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Oliwia Berdak