James McQuivey

Ph.D. | VP, Principal Analyst

Consumers now embrace new devices, services, and experiences faster than they ever have before, confident that they can get more of what they want, when, where, and how they want it. Delivering those experiences requires going far beyond just developing and distributing the right product: it requires understanding the customer in their moment of need, empathizing with their expectations, and delivering value across the entire customer experience journey. In this keynote, guest Forrester VP and Principal Analyst James McQuivey will discuss how the winning companies will build relationships that span the discrete episodes in a customer’s journey, deepening the connection with the customer with high-frequency, convenience, and emotion.