Forrester's Forum For Customer Experience Professionals East New York 2013

 

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Forrester’s Customer Experience Index shows that 2012 was a weak year for most companies. Consumers rated 61% of the brands they do business with as OK, very poor, or poor.

But the story was very different for some firms. Southwest Airlines, USAA, and Vanguard led their respective industries by wide margins, while value brands including Marshall’s, Courtyard by Marriott, Sam’s Club, and Target dominated the “excellent” category. Their secret? They took proactive steps to boost their customer experience to the next level.

Why boost your customer experience to the next level? It’s not just a feel-good story. Over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22%. During this Forum, Forrester will reveal how these leaders were successful, and what you can do in your company now to start seeing similar results.

Through keynote speeches and track sessions, attendees will learn how to get their customer experience programs to the next level, whether they’re starting from scratch or in the midst of a transformation.

Through keynote speeches and track sessions, attendees will learn how to get their customer experience programs to the next level, whether they’re starting from scratch or in the midst of a transformation.

They'll hear:

  • How companies launch customer experience initiatives that deliver measurable ROI, building support for the next round of efforts.
  • How to determine your organization’s level of customer experience maturity and create a road map to your vision of success.
  • How the best of the best customer experience leaders overhaul their strategies, organizations, and processes to get on top and stay there.
  • New this year! Learn which companies earned Outside In Awards for customer experience excellence and how they did it.
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