July 15, 2011
Over the past few weeks, Paul Hagen, Kerry Bodine, and I have been posting our takes on Forrester’s Customer Experience Forum, 2011. We’ve included video of moments we like from 10 out of the 11 main-stage sessions (sadly, we don’t have video of the Voice Of The Customer Awards, but at least we have a list of the winners!).
To give attendees and others an easy way to find the moments that matter to them, I’ve assembled this guide to our posts about the event. If you find these posts interesting, you can jump into the discussions that started at the forum in our online Forrester Community For Customer Experience Professionals.
DAY ONE, TUESDAY, JUNE 21, 2011
Harley Manning, Vice President, Research Director, Forrester Research
Here’s the man-on-the-street video I used in my opening remarks. We took a camera crew to Harvard Square and asked people to describe their best and worst customer experiences. Yikes!
Paul Hagen, Principal Analyst, Forrester Research
What is a customer experience strategy? What is it good for? How can you recognize a good one? Hear Paul’s answer, which sets the theme for the rest of the event.
Wayne Peacock, Executive Vice President, Member Experience, USAA
USAA was the top performer in three different categories of our Customer Experience Index, 2011. Wayne, who serves as the firm’s chief customer officer, tells how the company did it.
Nick Primola, Senior Vice President, Director of Direct Marketing at Citizens Financial Group
Here's an interesting perspective on customer experience from a leader at a bank that does a pretty good job of it (I have family members who are customers).
Host: Harley Manning, Vice President, Research Director, Forrester Research
Panelists, including: James Merlino, M.D., Chief Experience Officer, Cleveland Clinic; Jeff Harvey, Senior Vice President, Customer Operations, SAP North America
This is the second time we’ve had a panel of chief customer officers on our main stage. As they spoke, their similarities and differences emerged. It's fascinating group that I feel privileged to know.
Kevin Peters, President, North American Retail Division, Office Depot
Kevin gave one of the best speeches I have ever seen anywhere. Based on audience ratings, our attendees agreed. Enjoy!
Victoria Bough, Vice President, Practice Leader, Customer Experience, Forrester Research
The original post by Forrester analyst Andrew McInnes lists the top 10 finalists, which includes our three overall winners. It provides brief descriptions of why they won.
DAY TWO, WEDNESDAY, JUNE 22, 2011
Kerry Bodine, Vice President, Principal Analyst, Forrester Research
Bid idea! Kerry outlines a new approach to customer experience management that considers the influence of every single employee and external partner on every single customer interaction. Fans of way-cool visual communication can also see an illustration that captures the flow of her speech.
James P. Bush, Executive Vice President, World Service, American Express
We are so incredibly impressed with how American Express transformed its call center customer experience as well as the business results it produced. Jim describes how it did it.
Robert J. Deluce, President and Chief Executive Officer, Porter Airlines
I love flying Porter Airlines, which has a meticulously designed customer experience that blows me away. We were lucky enough to get CEO Bob Deluce to talk about it.
David Dentry, General Manager, Customer Relations, Nikon
What do you do if you’re in charge of both call center customer experience and website customer experience? Consult your grandmother!