My mom (yes, my mom seems to be the subject of the day) always told me not to toot my own horn. Needless to say, I didn't always do what my mom told me.
Enough about that and on to Forrester. Back in June they held their first ever Customer Experience Forum. I just came across this so unfortunately I was unable to attend. Either way, I must say that I'm shocked that it took them so long to come up with this forum. Back in 2006 we at Sapient were working with Financial Services to "orchestrate a consistent customer experience across all touchpoint from acquisition to interaction." It still hasn't been perfected (very, difficult) but for some reason, I thought that we moved on.
It goes to show that innovation and change does not happen in a snap (0h, I miss the San Francisco Internet Boom days), especially for large organizations. We have the Early Adopters and then the Late Majority and Laggards. Where are you in this lifecycle?
P.S.
The pic above is a note from 2006, Sapient days, I swear! Call them, they know what they are talking about.
P.P.S.
Shout out to JP & GLA who "got it" back then.
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