Creating breakthrough customer experiences

Why do more and more companies treat customer experience as a key differentiator? And why are more enterprises appointing chief customer officers to lead cultural transformations?

Forrester’s research shows that one reason rises well above the rest: Executives want to gain an advantage over their firm’s direct competitors.

It’s a smart play. Companies that deliver a superior experience have customers who are more likely to buy another product or service from them, less likely to buy a product or service from a competitor, and more likely to recommend the company to a friend. Even conservative ROI models show that this increased loyalty can add hundreds of millions of dollars to the bottom line for large enterprises.

Forrester’s Customer Experience Forum in June in New York, designed for Customer Experience professionals and their marketing colleagues, will show how business can benefit from improving customer experience by exposing best practices for helping their company meet buyer needs and engage customer emotions. The event will bring together leaders from top companies in a variety of industries like financial services, retail, media, and telecommunications. The one thing they share in common: a commitment to improving customer experience.

Over a dozen Forrester industry-leading analysts will be joined by featured guest speakers, including:

• Daniel Bernard, Chief Product Officer, The Wall Street Journal Digital Network – Dow Jones
• John Costello, Chief Global Customer & Marketing Officer, Dunkin’ Brands
• Dan Hesse, Chief Executive Officer, Sprint Nextel
• Patty VanLammeren, Vice President, Customer Experience and Innovation, Allstate Insurance
• Sabrina Wiewel, Chief Tax Network Officer, H&R Block

The Forum offers track sessions designed for the Customer Experience professional. Additionally, the Forum is relevant for eBusiness and Channel Strategy professionals, Customer Intelligence professionals, Marketing Leadership professionals, and Consumer Product Strategy professionals.