Forrester's Forum For Customer Experience Professionals West

9-10 Oct 2013, Los Angeles, USA

Curt Avallone

Speaker


Thomas Feeney

Speaker

CEO of Safelite Auto Glass

Tony Ezell

Speaker


Adele Sage

Speaker

Customer Experience analyst at Forrester Research

Harley Manning

Speaker


John Dalton

Speaker


Forrester’s Customer Experience Index shows that 2012 was a weak year for most companies. Consumers rated 61% of the brands they do business with as OK, very poor, or poor.
But the story was very different for some firms. Southwest Airlines, USAA, and Vanguard led their respective industries by wide margins, while value brands including Marshall’s, Courtyard by Marriott, Sam’s Club, and Target dominated the “excellent” category. Their secret? They took proactive steps to boost their customer experience to the next level.

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