Empowered, the new book by Josh Bernoff and Ted Schadler
Thanks to the groundswell, your customers now wield unprecedented power through social, mobile, and other technologies. Your employees are already using these technologies to transform the way you do business. You can lead them or block them. It's your choice.
In Empowered, Forrester's own Josh Bernoff and Ted Schadler provide real-world examples of how innovative leaders — and their teams — use technology to solve customer problems. We call them HEROes — highly empowered and resourceful operatives. They're people like John Bernier and Ben Hedrington at Best Buy, who built an army of 2,500 tweeting employees to reach out to customers online.
As you'd expect from Forrester and the co-author of the best-selling book Groundswell, this book is full of tools and hard data. Empowered includes:
- The four-step IDEA process to transform your customer-facing service, marketing, and mobile applications.
- Ways your IT department can become the trusted partner for your company's employee- and business-led technology innovation.
- The key techniques for collaboration systems that take off, instead of fizzling on the launch pad.
- 25 case studies and dozens more examples from companies in every imaginable industry, from retail to business services.