During his opening remarks today at the “Boost Your Customer Experience to the Next Level” Forum at the New York Marriott Marquis, Harley Manning, Vice President, Research Director, Forrester Research told attendees that in Forrester’s annual Customer Experience Index of more than 150 brands, only 8% received “excellent” grades.
To achieve that status, Manning outlined the six high-level disciplines that brands must execute proficiently to ultimately drive memorable customer experiences:
Strategy: Manning....