Building Customer-Centric DNA

Air Date: Tuesday, July 15, 2008

Cost: $250

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Presented By:

Who should attend: Customer Experience professionals

Description:

In previous research, Forrester defined Experience-Based Differentiation (EBD) as the blueprint for customer experience excellence. "Treat customer experience as a competence, not a function," is one of the key principles of EBD. This principle is important because delivering great customer experiences isn't something that a small group of people can do on their own — everyone in the company needs to be fully engaged in the effort. This teleconference explores best practices for making customer experience a competence and, as a result, building customer-centric DNA.

Agenda:

• Why is customer-centric DNA important?
• What are best practices for building a customer-centric DNA?
• How can firms get started?

Related Research:

The State Of Experience-Based Differentiation

by Bruce D. Temkin, February 19, 2008

Experience-Based Differentiation

by Bruce D. Temkin, January 02, 2007

The Chief Customer/Experience Officer Playbook

by Bruce D. Temkin, October 03, 2007

Technical requirements:

An Internet connection and a one-time download of the WebEx™ Player are required.