Forrester’s Customer Experience Forum 2012

For decades, companies have been paying lip service to the idea of delighting customers, while disappointing them in every channel. That tactic won’t cut it anymore. Why not? We’ve entered a new era that Forrester calls the age of the customer — a time when customer experience matters more than any other strategic imperative.

For most companies, customer experience is the single greatest predictor of whether they’ll get another purchase from their customers — or see them defect to a competitor. It’s so critical that even virtual monopolies like cable providers and health insurers suffer when they fail at it.

Customer experience goes to the heart of everything you do — the value you provide, how you conduct business, and the way your people behave when they interact with customers and each other. You can’t afford to ignore it because your customers take it personally each and every time they touch your products, your services, and
your support.

This year, Forrester’s Customer Experience Forum will feature case studies, data, business models, and tools from its upcoming book, Outside In: The Power of Putting Customers at the Center of Your Business. It will show you how leaders in industries like financial services, retail, media, and telecommunications take control of the factors that make or break customer experience at their organizations with tools including ecosystem maps and the six disciplines of customer experience.

In addition to its outstanding industry guests, it will deliver consumer data, analysis, one-on-one meetings with Forrester analysts, plus peer networking. These will give you the actionable insights needed to transform your company so that you can reap the full business benefits of the customer experience revolution.