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The Denver Post
101 W. Colfax
Denver, CO 80202
7:30am Registration & Check-in
8:00am Forrester presentation
8:45am Moderated discussion
REGISTRATION IS REQUIRED! This event will have limited space available and will be on a first come, first serve basis. Please register early!
In partnership with Forrester Research
Are you ready for the age of the customer?
About the Topic
Customer experience is not what you think it is — it's your customers' perception of their interactions with your company. You need your customers more than they need you. To succeed, you must get serious about the way you define, implement, and manage the customer experience.
In this session, you'll connect with Forrester leaders and other industry leaders to discuss your customer experience strategy and:
- Get tips on how to avoid the most frequent (and costly) customer experience mistakes.
- Learn how your customers and employees have more control over your brand than ever before.
- Learn the basics of an effective customer experience strategy and hear proof on how delivering customer experience is a must for your 2014 priorities
About the Speakers
Peter Burris, Research Director for Forrester Research
In his role as research director, Mr. Burris helps set the overall CIO role research agenda at Forrester, craft effective CIO research with our senior Forrester analysts, and ensure overall CIO research quality. His research team focuses on the evolving relationship between CIOs and CMOs, best practices in building and instituting an IT/BT strategy, BT innovation approaches to accelerate business outcomes, and social business and collaboration strategies.
His personal research includes the role of IT/BT in the age of the customer. He also contributes to the Forrester's research on social business, specifically focusing on the functional evolution of social computing tool sets and how they will be applied to conduct complex, marketing-facing work. Finally, he is a leading thinker on IT/BT adoption in business.
Previous Work Experience
Mr. Burris joined Forrester in 2008. Prior to Forrester, he held numerous senior IT, marketing, and analyst jobs at leading organizations, including the DoD, HP, and Meta Group. At Meta Group, he jointly ran research, developing the advanced and broadly adopted "adaptive infrastructure" method for implementing plastic, services-based IT infrastructure.
Moira Dorsey, VP Group Director
Moira serves Customer Experience Professionals and Chief Marketing Officers. She leads research and advisory teams that help clients design and deliver experiences that match customer expectations and drive profits. As a Forrester analyst in the past, Moira specialized in customer experience within and across digital touchpoints. Moira has worked for Forrester since 1999 in various research and management positions — most within the customer experience practice.
Previous Work Experience
Since joining Forrester in 1999, Moira has covered a variety of subjects to help clients improve customer experience as a means to drive business results. Until becoming the group director for the Customer Experience and CMO teams, Moira led a research team focused on subjects such as the user experience within and across digital touchpoints, how to model the return on investment from customer experience projects, and voice of the customer programs. Moira's direct research coverage included the future of digital customer experiences, design persona development, multitouchpoint experiences, and user experience reviews. From 2003 to 2008, she oversaw Forrester's review methodologies and related training courses for websites, phone self-service systems, email, and cross-channel experiences.
Moira has keynoted and hosted at many events, including Forrester's Customer Experience Forum, Forum For Marketing & Strategy Professionals EMEA, and Infrastructure & Operations And Security & Risk Forum.
Prior to joining the Customer Experience team, Moira evaluated retail and financial sites for Forrester's PowerRankings research. Moira began her career at Forrester in 1999 as a research associate in Forrester's consumer technology research group.
Moira is a magna cum laude graduate of Wellesley College. Before attending Wellesley, Moira was a professional ballet dancer. She received critical acclaim from The New York Times for her performances in principal roles in ballets such as "Giselle" and "Coppelia."