Aug. 17, 2020
VMLY&R, a leading brand and customer experience (CX) agency, announced an industry benchmark as the only global agency network to successfully certify 100 CX professionals in Forrester’s CX Certification Program.
Forrester’s CX Certification Program includes Core and Advanced courses designed and led by senior Forrester analysts. One hundred of VMLY&R’s senior agency subject matter experts have completed the rigorous program, which draws on more than two decades of research-backed expertise on the CX capabilities and skills that distinguish industry leaders from their peers.
Seventy-five percent of the agency’s most influential NA CX leaders at Director level and above, including key heads of CX Strategy, CX Design, Tech, Commerce and Practice Leadership were included in achieving this certification milestone. VMLY&R’s large-scale investment in CX capabilities has generated ongoing success as it expands traditional lines of business into customer experience and business transformation services.
“With the landscape rapidly changing for Traditional and Social Media, Companies recognize that Customer Experience has emerged as crucial for building brand value and business growth.” Said Jeff Geheb, VMLY&R Global CXO. “Today, business success depends on the customer’s experience authentically delivering on the brand promise; so, it’s essential that we equip our teams and our clients with the leading research, tools and training.”
Several VMLY&R clients, including Ford Motor Company, have also certified their own employees directly with Forrester; accelerating the team’s performance by providing a common foundation of vocabulary, concepts, tools, and measurement frameworks. This collaborative approach has proven so effective that VMLY&R is scaling the model across its CX client portfolio spanning North America, EMEA, APAC and LATAM.
As brands accelerate their focus on customer experience in the post-COVID era, VMLY&R plans to expand Forrester Certification across its existing client base, and throughout agency teams globally. “We see the convergence of marketing and customer experience on the horizon, and our commitment to a shared foundation of knowledge is key to helping clients authentically become Connected Brands,” added Geheb.
Visit Forrester.com for more information about the CX Certification Program.