Post-forum thoughts (one analyst's perspective)


[Posted by Jonathan Browne]

How did you like our Customer Experience Forum? Did you come participate in person at the event in New York? Or did you see some of the presentations that we offered as a live stream?

On my way home from New York, I met a friend at LaGuardia airport for a coffee and I enthused about the event to him. He leant forward as if to let me in on a secret: "There's a company that I deal with, that always delivers an excellent customer experience - and you've probably never heard of it."

He proceeded to tell me that three generations of his family rely on USAA for all their financial needs. Boy, was he surprised when I told him who I'd been speaking with earlier... :

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Is designing for seniors the same as designing for accessibility?

Liz Boehm [Posted by Liz Boehm]

Being the CXP analyst who focuses on the needs of seniors, I get a lot of questions about accessibility.  And I'll admit I can see the connection.  Among the other issues that most people face as they get older are decreasing eyesight and hearing.  But most seniors don't consider themselves disabled.  They find ways to work around their failing eyesight and less acute hearing (we've all seen -- or been -- the guy holding the menu at arm's length in the dim restaurant lighting).  But seniors won't bother to find a work-around if the technology in question doesn't tempt them with a strong enough value proposition to squint through the small font or risk a misclick.  And I don't mean a value proposition that a company wants to sell; I mean one that the senior wants to buy.  Because the senior will have to pay for it -- if not with money, then with the time it takes to learn how to use your solution.

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Sneak Preview of the Customer-Centric Culture Track at CXP Forum 2009

Megan Burns [Posted by Megan Burns]

Happy Friday everyone!  It's hard to believe, but Forrester's Customer Experience Forum is just 17 days away. A few of my colleagues have already talked about the event, but I thought I'd add my own take with a sneak preview of the track I'm leading.


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Listen To The Voice Of Your Customers (And Employees)

Bruce-Temkin [Posted by Bruce Temkin]

As you may (or may not) be aware, we just closed the nomination period for Forrester's first ever Voice Of The Customer (VoC) Award. So I'm now in the process of grading the submissions with a couple of other analysts. It won't be an easy process, because we received more than 35 excellent nominations. I'll be announcing the winner on the first day of our Customer Experience Forum in New York next month.

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