The Essentials of Customer Experience: Going Beyond Customer Service
|Date:||Wednesday, June 6, 2012|
Megan Burns, Forrester
Brenda Wensil, Dept. of Education
NOTE: Large files will take more time to download.
- Webinar recording: The Customer Experience Imperative for the U.S. Government (WMV, 92.9 MB, 104 minutes)
- Presentation slides: The Customer Experience Imperative for the U.S. Government (PDF, 2.8 MB, 60 pages)
- Transcript: The Customer Experience Imperative for the U.S. Government (PDF, 61 KB, 18 pages)
An overwhelming percentage of organizations indicate that customer experience is critical to their success. But according to their own customers, two-thirds of these organizations deliver experiences ranging from “okay” to “very poor.” That’s because organizations typically lack the strategy, discipline, and processes needed to make significant improvements to the way they satisfy customers.
In this webinar we’ll review how to measure customer experience, benchmark a company's or agency’s ability to deliver great customer experience, estimate the ROI of customer experience improvements, and get senior management to actively participate in the customer experience transformation.
What You'll Learn
- What customer experience is
- How customer experience goes beyond customer service
- Why customer experience is essential for government agencies
- About the Customer Experience Ecosystem
- Your role in enhancing customer experience
About the Presenters
Megan Burns manages Forrester's Customer Experience Index, an annual benchmark of the customer experiences delivered by more than 150 large U.S. firms. Megan covered Web analytics and online customer experience during her first three years at Forrester before shifting to focus on enterprise customer experience transformations. Her current work includes best practices for customer experience governance and creating customer-centric cultures.
Before joining Forrester, Megan spent more than six years defining online customer experiences for B2C and B2B websites at AT&T. She spent time at Intel and IBM before joining AT&T.
Megan holds a MS in software engineering from Carnegie Mellon University, where she specialized in user and business requirements. She also holds a BS in computer science from Rensselaer Polytechnic Institute.
Brenda Wensil is the Chief Customer Experience Officer at the Department of Education’s Office of Federal Student Aid, which is the single largest provider of funding for post-secondary education in the United States. In this capacity, she and her team are establishing the first customer-focused strategy in the federal government.
Prior to joining the Department of Education in December 2010, Wensil held leadership roles for 20 years with Wachovia Corporation as Head of Customer Strategy, Marketing and Customer Relations, as well as Head of Retail Segments and Director of Enterprise Supplier Performance Management. She most recently consulted with Barclays Bank in London, leading an international team to redesign and execute the company’s global technology supplier management functions.
Wensil holds a Masters in Organization Development and Executive Coaching from the McColl School of Business at Queens University, and a BA in Journalism from the University of South Carolina.