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 Harley Manning. I was stunned […]
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Assessing the Value of Research and Thought Leadership
February 3, 2011 
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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 things that you wish all […]
Continue readingAdaptive Marketing: Coping with Real Time Customers
May 14, 2010 0 Comments
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 the fast-changing consumer, or providing […]
Continue readingMultichannel Mania at the 2009 Forrester Consumer Forum
October 30, 2009 2 Comments
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 lunch with Brad Brooks, VP […]
Continue readingManaging Multi-Channel Relationships
October 23, 2009 2 Comments
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 bragging, just a fact) but […]
Continue readingForrester Customer Experience Forum Delivers the Goods
June 30, 2009 2 Comments
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 way. I took eight pages […]
Continue readingRisk, Innovation & Social – Three days with Forrester
April 26, 2009 0 Comments
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 is the data and insight […]
Continue readingForrester Marketing Forum 2009 – The Future of TV Advertising
April 25, 2009 2 Comments
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 was particularly true about televisions. […]
Continue readingAdvancing the Useful, Usable, Desireable Framework
December 25, 2008 2 Comments
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 users find your design desirable […]
Continue readingLast and Final from the Forrester Consumer Forum 2008
November 8, 2008 1 Comment
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, but for those who stay […]
Continue readingForrester Consumer Forum 2008: Consumer Driven Eco-systems – Second of Three
November 5, 2008 0 Comments
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 customer speakers were a bit […]
Continue readingForrester Consumer Forum 2008: Maslow is Dead – First in a Series
October 31, 2008 1 Comment
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 track sessions scaled down to […]
Continue readingGroundswell: Winning in a World Transformed by Social Technologies – Book Notes
August 7, 2008 1 Comment
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 starting and nurturing social community. […]
Continue readingForrester Finance Forum 2008 – Last of Three Posts
July 2, 2008 0 Comments
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 list of insights. If I […]
Continue readingForrester Finance Forum 2008 – Second of Three
June 29, 2008 4 Comments
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 and Principal Analyst at Forrester, […]
Continue readingForrester Finance Forum 2008 – First of Three
June 25, 2008 2 Comments
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 been a client of Forrester […]
Continue readingNeuroMarketing – New Tools For Engaging Customers
April 20, 2008 1 Comment
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 and body language. You can […]
Continue readingCEO Follows Advice of Deity, Decides to Blog
April 13, 2008 0 Comments
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 ago in which a deity-like […]
Continue readingMore Thoughts on Social Computing
October 14, 2007 0 Comments
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 next wave” or “there’s no […]
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