|What makes a great customer experience?|
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September 29th 2010
Customer Experience Management - What makes a great customer experience?
Three factors - usefulness, usability, and how enjoyable the experience across all interaction channels - are key to creating happy customers, says Forrester. The analyst's research also concludes that these three indicators are not only measurable, but critical to an organisation's success.
On the panel:
- Jonathan Browne, Senior Analyst, Forrester Research, specialises in best practice for the creation of groundbreaking customer experiences online, including the mobile web and new social computing channels.
- Jon Atkin, Cognasent, is helping clients to use technology to transform the user experience and join up operations: from improving customer experience in the insurance industry to helping Basildon & Thurrock NHS to create an innovative Electronic Medical Record system in a bid to revolutionise patient care.
- George Neil, Experience Architect at Adobe UK, focuses on how 'user up' design can enhance the user experience and deliver ROI through improved efficiencies and channel shift.
- Helen Olsen, Managing Editor, ITU magazine and UKauthority.com