Customer Relations Management

Forrester has just released in 2008 Customer Experience Index. (Registration required to download). The Index was compiled by Bruce Temkin, who will keynote Day 1 of MX 2009. The results confirm what we all suspect — retailers and hotels rank the highest (their business is predicated on customer experience), and health insurance providers, TV service providers, and internet service providers are the lowest (three industries where customer choice is constrained).

At MX 2009, Bruce will talk about how experience-based differentiation is even more crucial in a down economy, and provide insights on how companies can do more to embrace it.

It’s also worth noting a couple of additions to the MX 2009 program:

 

• Dan Roam, visual thinking advocate and author of Amazon 2008 Top Business Book The Back of the Napkin
• David Butler, VP of Design for Coca-Cola, featured in this BusinessWeek article on reinvigorating the classic 100-plus-year-old brand

Between now and the end of the year, you can save 15% off our already discounted registration fees for our events with the promotion code RNSB (Register Now Save Big). We know times are tight and training budgets are in jeopardy, but we also believe key investments in making you and your business smarter will be just what’s needed right now. We pledge that MX will deliver on that promise!