IDG Contributor Network: 9 big ideas from the Forrester CX Conference

Last week was the annual Forrester NYC CX Conference, where Customer Experience professionals come to share their latest victories and challenges while the analysts from Forrester provide a perspective on the state of the industry. In case you weren't able to break away for 2-3 days of in-depth CX insights, here are some of the key themes that were reverberating in the ballrooms of the New York Hilton last week, presented David Letterman-style:9. Get "Closer to the Heart”
Greg Marion, VP