UX Magazine

Defining and Informing the Complex Field of User Experience (UX)
April 18, 2012

Defining, Developing, and Executing Your Digital Customer Experience Strategy


Companies say that digital touchpoints are critical to their customer experience efforts, but they don't have an approach for multitouchpoint experience, don't know customers' expectations, and don't know how to represent their brands. The problem is only getting more challenging as users' demands broaden across an expanding array of digital touchpoints. Customer Experience Professionals at firms where customer experience is a stated strategic priority need a plan that guides activities and investment in digital customer experience. The first step is to develop a strategy and understand where it can most effectively be implemented.

Key Takeaways

During this full day of presentations, hands-on exercises, and discussions, Forrester analysts help you:

  • Draft your digital customer experience strategy.
  • Identify how to further develop the strategy over time.
  • Develop a prioritized list of digital customer experience improvement projects.
  • Understand how strategy impacts design and governance.

Participants are encouraged to bring their firm's existing personas, customer journey maps, strategy statements, and brand positioning with them.

Who Should Attend?

  • Customer Experience Professionals
  • eBusiness & Channel Strategy Professionals
  • Interactive Marketing Professionals
  • CMO & Marketing Leadership Professionals
  • Customer Intelligence Professionals

Why Attend?

Forrester has been approved as an Authorized Provider by the International Association for the Continuing Education and Training (IACET), 1760 Old Meadow Road, Suite 500, McLean, VA 22101; (703) 506-3275.
  • Learn customer experience concepts and methodologies that you can use at your firm.
  • See how to apply the concepts through hands-on exercises.
  • Step back from your day-to-day activities to think about how digital touchpoints help your firm deliver on its mission.
  • Develop action plans to bring back to your company.
  • Connect with other Forrester clients who are interested in customer experience initiatives.
  • Leave with a strategic plan that you can continue to develop.


Regular rate

Clients: $1975
Nonclients: $1975
Government, education and non-profit price: $1778


JW Marriott Los Angeles L.A. LIVE
900 W. Olympic Blvd.
90015 Los Angeles, California
United States


April 18, 2012




+1 888/343-6786 +1 617/613-5905

Add new comment