Forrester’s Forum for Customer Experience Professionals, 2012
After the launch of the Forrester publication, Outside In: The Power of Putting Customers at the Centre of Your Business by Harley Manning and Kerry Bodine, Engine attended the Forrester Forum for Customer Experience Professionals in London, 6th-7th November 2012.
The forum dived deeper into the case studies and analysis that feature in the book, with keynote talks from Engine clients Sean Risebrow, Director of Customer Experience at Virgin Media, and Ingrid Lourenço, Services Development and Marketing Coordinator at ANA Aeroportos de Portugal.
Sean spoke about Virgin Media’s mission to put their customers at the heart of everything they do, using Net Promoter Scores (NPS), Service Design and employee engagement to build great experiences and customer loyalty.
Ingrid explored the process and benefits of designing the perfect customer journey through creating a new vision of passenger services, and how to implement this across the customer experience through in-house teams and partners.
Engine attended to witness the development of ‘the age of the customer’ and all the exciting things happening as organisations develop to meet these challenges.