Forrester’s 2017 CXNYC Forum leveraged the firm’s most recent research to help customer experience (CX) professionals plan, design, and manage experiences that create business impact.

Held Tuesday and Wednesday this week at the New York Hilton Midtown in New York City, it focused on designing breakaway customer experiences. Forrester’s research stresses emotional engagement is the key to “powerful CX.”

But delivering it is challenging. As Forrester noted, “some customers want to feel safe, while others need to feel valued.” To offer the best CX — or, more broadly, brand experiences, you have to know your customers.

In addition to attending the conference, the ARKE team hosted an executive dinner at Ruth’s Chris Steak House in Manhattan on Tuesday night.

9 Customer Takeaways From Forrester’s 2017 CXNYC Forum

  1. Relationships matter.
  2. It shouldn’t feel like a personalized experience. It should just feel like a great experience.
  3. Be innovative to achieve your vision and strategy.
  4. Be overt about collecting data. But be covert about using it to create personalized experiences.
  5. Create customer dialogues, not monologues.
  6. Different is not always better. But better is always different.
  7. Every bad customer experience hurts.
  8. How many of your meetings this week were about your customer?
  9. Today you’re not behind your competition. You’re behind your customer.

Margaret Wise leads Arke Systems' initiatives related to their strategic technology partners including Microsoft and Sitecore. Margaret joined the Microsoft CRM ecosystem with the introduction of Microsoft CRM v1 and has been contributing her extensive CRM experience ever since.

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Margaret holds an MBA with a concentration in Finance from Brenau University. Margaret has also volunteered around Atlanta through Hands On Atlanta, Prevent Child Abuse Georgia, at her church and her children’s school in Dunwoody. She has been a member of TAG (Technology Association of Georgia), CRM Society for 8 years and a board member for 3 years. As a member of WIT (Women in Technology), her favorite volunteer opportunities have been to mentor through Girls Get IT. Margaret is an avid reader and runner but mostly enjoys spending time with her husband, 10 year old son and 7 year old daughter.