Forrester: The Critical Balance of CX + Employee Enablement - S854

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  • Mark Taylor

    Mark Taylor

    SVP, Global Lead Digital Experience (DX), Cognizant

  • TJ Keitt

    TJ Keitt

    Principal Analyst , Forrester

About the session

While enterprises have aimed to improve customer experiences (CX) for decades, the approach to CX has been focused primarily on customer-facing touchpoints while overlooking the employee, partner, and technology ecosystem that enables them. Our global research has shown that leaders who take an orchestrated approach to customer and employee experience transformation build resilience and see return on investment in a variety of metrics. Mark Taylor, practice lead at Cognizant Digital Experience, and TJ Keitt, principal analyst with Forrester, present findings from new global research that examines the critical intersection between employee enablement and customer experience. Without the former, the latter won’t succeed.

This session explores:

  • How a focus on CX enablement makes enterprises more agile and more able to respond to changing conditions and expectations
  • Where mature organizations are investing to improve employee enablement
  • How enabling employees impacts organizations and drives more effective CX

Track: Analytics, Insights, and Activation, Personalization, Adobe Experience Platform

Industry Focus: Advertising/Publishing, Automotive, Consumer Goods, Financial Services & Insurance, Healthcare/Lifesciences, High Tech, Manufacturing, Media & Entertainment, Retail, TV/Broadcast, Telecommunications, Travel & Hospitality, Distribution/Wholesale

Technical Level: General Audience

Presentation Style: Thought Leadership

Session Type: Session

Audience Type: Digital Marketer, IT Executive, Marketing Executive, Content Marketer

Business Type: B2C

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