Category: Forrester Research

• Brand Convergence Cross Channel Experience Culture Customer Engagement Customer Experience Customer Service Design Forrester Research Multichannel

  Outside In: Forrester Customer Experience Forum 2012

  Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully designed to support and provide real world examples connected to the upcoming book Outside In by Kerry Bodine and…

  July 1, 2012
• Forrester Research Metrics

  Assessing the Value of Research and Thought Leadership

  On Friday, January 21, 2011, I had a distinct honor. I sat on a panel before the entire global sales team of Forrester Research in Boston to discuss how firms measure the value of research, as well as what I like most and least about Forrester. It’s one of those…

  February 3, 2011
• Customer Engagement Forrester Research Marketing Measurement Metrics Networks Social Media Social Networks Twitter

  Adaptive Marketing: Coping with Real Time Customers

  The theme of the recent Forrester Marketing Forum held in Los Angeles this past April was Adaptive Marketing: How to Design a Flexible Organization to Thrive on Change. As usual there were Forrester speakers and presentations by big brands who have been working to either adapt their own marketing efforts to…

  May 14, 2010
• Forrester Research Mobile Social Media Social Networks Technology Twitter

  Multichannel Mania at the 2009 Forrester Consumer Forum

  Just back from the Forrester Consumer Forum. I say just back, but actually it took place in my hometown, Chicago. There was a great turn out and some very engaging keynotes. One of the major benefits of attending a Forrester event is the quality of presenters and attendees. I had…

  October 30, 2009
• Agency Forrester Research Multichannel

  Managing Multi-Channel Relationships

  Next week I will be on a panel with three distinguished industry professionals from Best Buy, Draftcb and imc2. The event is the Forrester Consumer Forum held by Forrester Research at the Fairmont hotel in Chicago. I get quite a few invitations to either speak or be on panels (not…

  October 23, 2009
• Customer Experience Forrester Research

  Forrester Customer Experience Forum Delivers the Goods

  On June 22nd and 23rd, Forrester Research held their first ever Customer Experience Forum at the Grand Hyatt in NYC with this timely theme; The Customer Experience Journey: Keeping Momentum in a Downturn. They work hard at keeping it real and relevant. First let’s get the Wordle thing out of the…

  June 30, 2009
• Forrester Research Social Media

  Risk, Innovation & Social – Three days with Forrester

  This was my 17th Forrester event. That seems like a lot doesn’t it, and many of you might be wondering why I keep going back. The reasons are; great venues, smart analysts, keynotes by real-world practitioners working to solve today’s problems and stellar networking opportunities. The icing on the cake…

  April 26, 2009
• Forrester Research Television

  Forrester Marketing Forum 2009 – The Future of TV Advertising

  I give full credit for my interest in technology and media to my father. He was a self-taught electronics engineer. That’s right self-taught. He had an amazing capacity as well as the courage to take anything apart to understand how it works. He could also put it back together. This…

  April 25, 2009
• Forrester Research Usability User Experience

  Advancing the Useful, Usable, Desireable Framework

  Forrester Research frequently advocates for their usability framework of useful, usable and ultimately desirable. The first two are table stakes and where designers spend most of their effort. When there is the luxury of time, which almost never happens, then one can strive for that elusive territory of desirability. If…

  December 25, 2008
• Convergence Customer Experience Forrester Research Shopping Social Media Social Networks Technology

  Last and Final from the Forrester Consumer Forum 2008

  As mentioned in the last episode, this post will skip the Forrester speakers and customer presentations and cover one of the “outsiders.” Forrester always places a strong speaker at the end of the second day in an attempt to help keep their attendees on site. It usually thins out anyway,…

  November 8, 2008
• Forrester Research Uncategorized

  Forrester Consumer Forum 2008: Consumer Driven Eco-systems – Second of Three

  You can read my first post on the Forrester Consumer Forum, which provides set-up here. These forums are usually a great mix of analyst insights, customers talking about how they face and solve real business problems and “outsiders” as I affectionately call them. That is academics, consultants or futurists. The…

  November 5, 2008
• Cross Channel Experience Customer Experience Customer Service Forrester Research Social Computing Social Networks Usability User Experience

  Forrester Consumer Forum 2008: Maslow is Dead – First in a Series

  I attended the Forrester Consumer Forum in Dallas earlier this week. It was my 16th Forrester event which speaks volumes about how I respect the company, value their people and study their work. It’s a day and a half of data, insights and big thinking with a sprinkling of small…

  October 31, 2008
• Books Forrester Research Social Computing Social Networks Technology

  Groundswell: Winning in a World Transformed by Social Technologies – Book Notes

  It seems all the marketing world is abuzz over social media. Everyone wants to do it, but there is no best practices approach to follow. That is until now. Charlene Li and Josh Bernoff, two high powererd analysts at Forrester Research published a book this spring containing their recipe for…

  August 7, 2008
• Forrester Research Social Networks

  Forrester Finance Forum 2008 – Last of Three Posts

  Customer Expectations During the Online Application Process This post closes out my series on the Forrester Finance Forum held in New York City on June 23rd and 24th, 2008. You can read part one here and part two here. I always walk away from a Forrester Forum with a rich…

  July 2, 2008
• Customer Experience Forrester Research

  Forrester Finance Forum 2008 – Second of Three

  Is Net Promoter Score the Holy Grail? Second in a three part series of observations from the annual Forrester Finance Forum, How to Deliver Great Customer Experiences, held in New York June 23rd and 24th. Go here to read part one. Photo Credit: Steve A Furman Bill Doyle, Vice President…

  June 29, 2008
• Customer Experience Forrester Research Marketing Uncategorized

  Forrester Finance Forum 2008 – First of Three

  Great Customer Experience: Easy to Say, Hard to Do. Just returned from the Forrester Research Finance Forum held in New York June 23rd and 24th. Forrester is a research company that does an excellent job at spotting trends, doing deep dive research, and providing companies with helpful insights. I have…

  June 25, 2008
• Convergence Forrester Research Marketing NeuroMarketing Technology Usability User Experience

  NeuroMarketing – New Tools For Engaging Customers

  Fast forward to some time in the future. The marketing game has completely changed, having evolved beyond test and control, research, etc. Imagine you can understand how your customers react to your products. By react I mean physical responses such as eye movements, heart rate, breathing pace, galvanic skin response…

  April 20, 2008
• Blogging Forrester Research Marketing

  CEO Follows Advice of Deity, Decides to Blog

  Part II from the Forrester Marketing Forum held in Los Angeles, April 7-9, 2008. Part I, Understanding Customer Engagement is here. Forrester’s CEO, George Colony led off the second day with a talk entitled Confessions of a CEO Blogger. As he tells the story, he had a dream some years…

  April 13, 2008
• Forrester Research

  More Thoughts on Social Computing

  I have had some time to think a little more deeply about the Forrester Consumer Forum experience. Everyone was looking for ways to leverage social computing, seemingly already convinced that it would deliver high value to their businesses. So valuable in fact that I heard people say it was “the…

  October 14, 2007