Purchase Webinar
Get access to a single webinar that is currently outside of your subscription.
Price: $300 (USD)
ON-DEMAND WEBINAR
Customer Experience Management Maturity, Redefined
Original Broadcast Date: March 15th, 2016
Megan Burns
Vice President, Principal Analyst
Become a Client
Partner with Forrester Research to get access to webinars, insights and frameworks aligned to your role. Shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.
Description
Eighty-six percent of companies want to excel at customer experience. But only 27% of brands in Forrester’s 2015 CX Index benchmark even qualify as “good” in the eyes of their customers. One reason is the haphazard approach that most companies have taken to designing, delivering, and evolving customer interactions. Their old ways don’t cut it in a world where thousands of employees have to serve millions of customers through dozens of channels.
How should companies manage CX in 2016? Forrester’s CX Management Maturity Model answers that question. It spells out the activities, processes, and habits that every company needs to master in order to turn their CX vision into reality on a daily basis.
In this Webinar, the model’s creator, Forrester vice president principal analyst Megan Burns, talks about the six must-have CX management competencies for every firm and shares examples of successful CXM at real companies. Megan explains how to use Forrester’s new CXM Maturity self-assessment tool to get a sense of your company’s current CXM maturity and offers tips on how to build a realistic maturity improvement road map.
Agenda:
- What exactly is “customer experience management maturity”?
- Why did Forrester’s decide to update its CX Management Maturity Model?
- How is the new CXM Maturity Model different from the original version?
- What’s the best way to evaluate how mature my company’s CXM program is?
- What’s the first thing I should do to improve my company’s level of CXM maturity?
Key takeaways:
- Discover a big picture view of the ideal state your company should be aiming for when it comes to CX management. Understand why these things are essential and what it means to do them in a disciplined way.
- Next steps for attendees can include:
- Taking Forrester’s CXM Maturity Self-Assessment (part of the playbook) and using the results to create a roadmap for improving CXM maturity
- Educating others in their company on the six CXM competencies, why they matter, and how other companies are implementing them
- Clarifying the company’s CX goals to include CX maturity
- Organizing your existing work streams using the six CXM competencies to make them easier to manage and easier to talk about with peers
Technical Information
You'll receive an email with dialing and Webex instructions prior to the Webinar.
Webinar FAQs
See the Webinar FAQs for answers to technical and other Webinar questions.
UPCOMING WEBINARJanuary 21st, 2025Forrester's latest research looks deeply at how mobile banking (and banking experiences more broadly) will evolve over the next three years. Using survey data from tens of thousands of banking customers across 10 countries, we identify 10 new must-have capabilities and 10 emerging differentiators. This session outlines our latest "What's Next In Mobile Banking" research, including data, examples, insights, and best practices. We also discuss how digital banking leaders and their teams can prioritize which initiatives will have the most impact on their customers' experiences and their own business outcomes.Key takeaways: Hear which mobile banking features customers most value.Learn about the 10 offerings that are becoming table stakes in digital banking.Identify emerging capabilities that will differentiate banking brands for specific audiences.Understand how "systems of exploration" can guide your organization's efforts to experiment and innovate in digital banking.Target audience level: all levels
On Demand
View all
ON-DEMAND WEBINARDecember 12th, 2024Gearing up to deliver great experiences? Start with why your organization is investing in Customer Experience (CX). Whether the objective is revenue, growth, profitability, retention, innovation, or brand value, organizations need a unique set of capabilities to determine what customers need, design and test solutions, and deliver for customers.Key takeaways:Explore B2B CX success stories.Learn how to match CX capabilities to your mission.Learn what skills to own, upskill, borrow, and outsource.Target audience level: beginner and intermediate
ON-DEMAND WEBINARDecember 11th, 2024Cross-channel marketing hubs (CCMHs) are the nerve center of the B2C marketing technology (martech) ecosystem. CCMHs typically include data management and analytics to enable customer understanding; planning, collaboration, content management, and measurement tools to optimize brand strategy; and automation workflows, channel integration, and personalization to orchestrate cross-channel experience delivery.An effective CCMH solution can position marketing as an indispensable component of an organization’s customer-obsessed growth engine. Think of your CCMH as much more than a campaign management platform. Instead, leverage it for channel-agnostic moments-based marketing that engages your customers with compelling, contextually relevant experiences.Key takeaways:Understand the current CCMH landscape.Learn about different CCMH solutions.Discover which CCMH solutions are right for you.Hear best practices from leading firms.Target audience level: all levels
ON-DEMAND WEBINARDecember 5th, 2024This webinar explores findings from the recent Forrester Wave on customer feedback management (CFM) solutions. Join us to learn about key providers, major trends, and advice for buyers. Bring your questions!Key takeaways:Understand the CFM market.Learn how reference customers are using their CFM solutions and what they love — or don’t — about the offering.Identify the key vendors you should consider based on this research.Target audience level: all levels
Help us improve
