Trends In Customer Experience

Paul Hagen

I’m moderating the “Trends in Customer Experience” panel at the upcoming “Customer Experience Forum” in New York on June 29th and 30th… and couldn’t be more excited.  In preparation for the event, I’ve been talking with my panelists, who include: Kathleen Cattrall, Vice President of Branded Customer Experience for Time Warner Cable; Neff Hudson, Assistant Vice President of Member Experience at USAA; and Janice Brown, Manager of Channel Strategy and Orchestration at FedEx. Among others, here are three reasons to come see this session:

  • Building an organization-wide customer experience movement. Kathleen is a powerhouse who describes her work in terms of a grassroots revolution. She credits, in part, Time Warner Cable’s 14-point CxPi jump this past year to her success at making customer experience the key agenda item for a 3-day set of sessions with 400 senior leaders company-wide.
     
  • Orchestrating cross-channel strategy. Janice devotes her waking hours to orchestrating customer experience across channels, which makes her a treasure trove of ideas about getting buy-in from a diverse group of leaders company-wide.
     
  • Integrating marketing, sales, and service. Customer experience veteran Neff Hudson focuses on this integration, ensuring quality across all customer touchpoints, including social media, call center, IVR, Web, mobile, and face-to-face. He has great perspective on bringing the customer voice into new product design, which includes USAA’s launch of Deposit@Mobile, a mobile app that lets members deposit checks using the camera in their smartphone.

Post-forum thoughts (one analyst's perspective)

Jonathan Browne

Jon-Browne

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

Megan Burns

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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June 21 Tweetup In NYC - The Night Before Our CXP Forum

Jonathan Browne

Jon-Browne [Posted by Jonathan Browne]

One of the great crimes of Twitter is the way Twitter users put "TW" at the start of perfectly good words and think it's cool, or ironic, or some combination of the two ...

My colleague: We're having a Tweetup before the Customer Experience Forum in NYC.

Me: Really? I thought that was frowned upon in New York. Haven't you seen The French Connection?

My colleague: Eh? Don't be so obtuse. I said "Tweet Up". It's like "Meet Up" for people who use Twitter and created an entire lingo of words with "TW" at the start, like "Tweeple" for "People" and that sort of thing.

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Looking Ahead To Forrester's First Ever Forum For Customer Experience Professionals

Ronald Rogowski

Ron-Rogowski [Posted by Ron Rogowski]

 

Forrester’s first ever Customer Experience Forum kicks-off exactly one month from today, on June 22. The theme for the forum this year is “The Customer Experience Journey: Keeping Momentum In A Downturn.” I’m thrilled to be part of this wonderful event that will include executive speakers from big-name companies such as USAA, Virgin America, Symantec, Vanguard, New York Times and more.

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