Thursday February 16, 2012
Why Customer Experience? Why Now?
Speaker
Tracy Shouldice
Senior Advisor
Forrester Research
Keynote Summary:
Every executive knows that customers matter. Yet most companies don’t approach customer interactions in a disciplined way. We’ve entered a new era that Forrester calls the Age of the Customer — a time when customer focus is critical to building sustainable competitive advantage. And if done right, customer experience improvements yield tangible business results.
But customer experience improvements won’t result from wishful thinking or sporadic efforts. Customer experience is a business discipline in its own right, complete with methodologies and best practices that organizations must perform systematically to define, implement, and manage the customer experience.
In this session, Tracy will draw from Forrester’s research to show why customer experience matters — and what business executives need to do about it.
Agenda
- What market shifts have made customer experience a strategic imperative for all companies?;
- What are the business benefits of customer experience improvements?; and
- How can executives get more systematic about their customer experience efforts?
Speaker Bio
Tracy Shouldice is Senior Advisor to members of Forrester Research’s Customer Experience Council. In this capacity, he assists Council members around the globe in improving and optimizing their customers’ experiences. Tracy started his career at Bell Canada; prior to joining Forrester in 2008, he held Marketing roles at Entrust, QNX Software Systems, Cognos, and Nortel.
Date:
Thursday February 16, 2012
Time
11:45 a.m. – 12:30 p.m. Registration/Light lunch
12:30 p.m. – 1:30 p.m. Presentation
Location
Ben Franklin Place
Council Chambers
101 Centrepointe Dr., Nepean
***PLEASE NOTE*** There is limited parking available at Ben Franklin Place. Parking Lot B will be reserved for this event and parking attendants will be on site to help direct you.
Cost:
For planning purposes, pre-registration closes at 5:00 p.m. on Wednesday February 15, 2012
$40.00 – OCRI members (plus 13% HST)
$50.00 – Non-members (plus 13% HST)
$15.00 – Students (plus 13% HST)
Students must register via fax or via email.
Cancellation Policy:
Only cancellations received in writing by fax/email two working days prior to the event date will be refunded, less 10%. Substitutions are permitted and notification prior to the event date is appreciated.
Online registration must be made by credit card
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