November 03, 2010
/ by Jennifer Rodriguez
Last week I attended the Forrester Consumer Forum in Chicago. The event centered on the idea that only Empowered employees can successfully serve Empowered customers – also a main theme of research firm’s new book Empowered written by Josh Bernoff, Coauthor of Groundswell and Senior Vice President of Idea Development at Forrester Research and Ted Schadler, Vice President and Principal Analyst in Forrester’s IT Research Group. The event was full of insightful presentations from lead analysts and brands such as Vail Resorts, Kellogg’s, ESPN, and Southwest Airlines. Some of the key takeaways from these presentations were:
There were so many great leanings from this event; the above only captures a few of them. I look forward to learning more from Forrester about the best ways for companies to embrace the Empowered era.
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