For Customer Experience Professionals

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	August 3, 2010 Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In A Panel Discussion At The 2010 Customer Experience Forum by Paul Hagen with Harley Manning, Jennifer Peterson	Average: 10  (1 rating)

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Executive Summary

Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites are dead," and a discussion of strategies for cross-channel orchestration. One major point of agreement among these sometimes-contentious customer experience leaders from FedEx, Time Warner Cable, and USAA: They uniformly attributed their breakthroughs to moving away from a product innovation mindset toward a customer-centered approach to doing business. This new mindset is helping the firms better understand and react to customers' rapidly changing expectations.

TABLE OF CONTENTS

• Trends In Customer Experience

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• Build A Customer Experience Movement
• Supplemental Material
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