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Posted by Diane Clarkson on June 27, 2011
This year’s Forrester CXP Forum was two days filled with provocative speakers, interesting conversations, tough questions, and inspiring ideas.
I enjoyed spending most of the two days doing analyst One-on-One sessions. For those of you who haven’t attended a Forrester forum, forum participants sign up to speak with analysts to discuss topics of their choice in 20-minute sessions. From an analyst perspective, these conversations can be rich with insight into today’s business challenges and opportunities. Here are some of the common themes that emerged in my conversations with eBusiness leaders about online customer service:
I had many conversations at the CXP Forum with eBusiness and customer experience leaders who described the event as a combination of reassuring and inspiring. Thank you to those who shared their insight and issues with such candor during our one-on-one sessions. You made the CXP Forum very valuable for me.