Posted by Megan Burns on April 19, 2011
Lately I’ve noticed a theme in my conversations with customer experience professionals — they’re feeling a bit overwhelmed as to where to start the enterprise customer experience transformation process. Some aren’t sure what to do first, second, and third. Others have a plan but are struggling to get executives to understand it and lend their support (a.k.a. resources).
To help clients solve that problem, I'm leading a workshop called Transforming Your Firm’s Customer Experience on May 11th at Forrester's New York City office. It’s a one-day workshop that starts with an overview of the state of the practice in customer experience today and then takes attendees through our latest research on how to:
- Choose the right customer experience strategy for your company.
- Build a world-class voice of the customer program.
- Generate active executive participation in customer experience programs.
- Transform your company culture to be more customer-centric.
I’ll share what’s working inside real companies and lead a series of exercises designed to help attendees benchmark their own firms against best practices. At the end of the day, we'll put it all together into a set of customized, actionable steps designed to jump-start your customer experience program.
This session will be an educational, interactive, and entertaining way to figure out how to start turning your organization into a customer experience powerhouse. For more information and a detailed agenda, please visit the event page for this workshop. I hope to see you in New York!
Search Forrester's Blogs
Forrester's Forum For Customer Experience Professionals
June 16-17, 2015
- Adele Sage (22)
- Allegra Burnette (2)
- Deanna Laufer (3)
- Harley Manning (97)
- Joana van den Brink-Quintanilha (2)
- John Dalton (5)
- Jonathan Browne (23)
- Kerry Bodine (77)
- Maxie Schmidt-Subramanian (17)
- Megan Burns (29)
- Michael Gazala (1)
- Moira Dorsey (5)
- Nicole Dvorak (1)
- Nupur Singh Andley (2)
- Rick Parrish (4)
- Ronald Rogowski (29)
- Sam Stern (18)
- Samantha Jaddou (3)
- Thomas Husson (1)
- TJ Keitt (3)
- Tony Costa (9)