As the topic of customer experience gains traction and recognition world-wide, one firm is leading the way in the United States: Forrester. In addition to research and reports, they just wrapped up a two-day conference in NYC entitled “Outside In: The Power of Putting Customers At The Center of Your Business”. Here’s what was learned.

Sharing the name of a soon-to-be-published book – “Outside In” – the two-day event was Forrester’s Customer Experience Forum East, and attracted both agency-side practitioners of the various disciplines beneath the wide umbrella of customer experience, as well as representatives from some of the biggest corporate names in the US.

Forrester’s long-term engagement with the field of CX earns it support where it counts – amongst the highest levels of today’s largest firms.

An active cohort of attendees tweeted (#OutsideIn), blogged and reported on their takeaways from the two busy days, and this is a selection of what was shared:

Report: Walking in Your Customer’s Footsteps: An Outside In Approach to Customer Experience by Siobhan Fagan (a.k.a @smg_siobhan)

Report: Day 1 Takeaways, Day 2 Takeaways by Sherrie Mersdorf

Report: Forrester Customer Experience Forum Recap by Chad Giron

#Delivering excellent customer experience is a team sport. No one department can champion #CX alone.” -@ValaAfshar

#Customer experience transformation is a journey, it has a beginning and will never have an end.” -@cwindley

# ”The core of customer experience design is the goal of effortlessness – for the customer and the teams that support the customer.” -@nporte

# ”Mapping the customer journey is the 1st step towards creating a unified custmr experience.” -@ErinAngNYC

# ”Great customer experiences don’t happen by accident, you have to actively design them.” -@samanthastarmer

# ”Social media has transformed customer expectations at every step of the journey.” -@forrester

# ”Mobile experience is task focused, but the content is the same. It doesn’t matter the channel.” -@jkottcamp

# ”82% of customers say they will stop doing business with a company if they have a bad experience.” -@effectiveui

# ”The core of customer experience design is the goal of effortlessness – for the customer and the teams that support the customer.” -@nporte

# ”Customer experience focused companies had stock returns of 22% vs S&P loss of 1%.“-@jtabeling

# “Our customer is digital first.” (Phil Bienert, AT&T) -@jeffcram

# ”Cross-channel doesn’t just apply to a marketing mix. It also means your customers have unique experiences at every touchpoint.” -@abba_dad

# ”Committed to excellence as defined by the customer, not the company.” (Laurie Tucker) -@NeverEndingSky

# ”Customer experience leads to profits, but only if you treat it as a business discipline.” (Kerry Bodine, Forrester) -@sirpowell