keys to compelling customer experiences

Forrester’s Customer Experience Forum 2010:  Creating Breakthrough Customer Experiences featured a fantastic line-up of speakers — including company leaders from client organizations as diverse as H&R Block, FedEx, and Sprint, as well as thought leaders from Forrester and other service providers.

From all of the presentations, it was clear that “creating breakthrough customer  experiences” (defined on Wikipedia as “the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier“) requires systematic, cultural, and organizational changes within a company.

Here are some of the best bits from the presentations (including a brief video of John Costello, Chief Global Customer & Marketing Officer, at Dunkin’ Brands talking about the efforts at his company):

other content recently posted elsewhere:

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