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Empower Your Employees and Customers

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Your customers have more power than ever thanks to the unprecedented amounts of information and connections available via the Web. They can easily make their complaints public and viral, and you cannot ignore them and hope that they go away.

Your job as a manager is no longer to simply run things. Your job is to support and empower people in your organization to develop solutions that can serve customers at every turn.

In this Webcast, top Forrester executive Josh Bernoff explains the importance of empowering your employees to solve customer problems using the same social media tools that customers are using to sound their attack.

What You Will Learn

Bernoff has named these empowered employees HEROes: Highly Empowered and Resourceful Operatives. Join them during this Webcast as they explore:
  • How innovative companies and leaders have enacted HERO-based programs 
  • The Effort-Value Evaluation, which helps managers and HEROes assess whether a project is worth pursuing 
  • The four-step IDEA process for turning customer service into a marketing tool
  • Strategies and systems for managing HEROes, supporting their innovation, helping them collaborate, and keeping them safe

While attending this program is FREE, reservations are required.

About the Presenters

Josh Bernoff is the coauthor of the BusinessWeek best-seller Groundswell, the "best book ever written on marketing and media" (Advertising Age). He is senior vice president, idea development, at Forrester Research. Bernoff's research, analysis, and opinions appear frequently in publications like the New York Times and the Wall Street Journal. He writes a column for Marketing News, a publication of the American Marketing Association and blogs for Forrester and Advertising Age. He is also the coauthor of Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business.

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AMA is one of the most widely recognized leaders in business training, having provided corporate training solutions for over 95 years. From leadership, communication and managerial training to sales, customer service and analytical skills, AMA has developed a vast array of content and training solutions to help individuals and organizations achieve business results . Each year, AMA delivers thousands of seminars and courses across the United States. With courses offered in a  classroom near you or live online, AMA is a flexible, convenient resource for all of your organization's talent development needs. AMA also offers customized solutions based on your specific talent development requirements.

Technical Requirements

https://event.on24.com/view/help/ehelp.htmlTo fully participate in this electronic, interactive and live session, please check your system (or ask your IT department) to ensure it meets the following requirements:

Supported OS, Browser and Additional Requirements

  • Windows 7+ (Microsoft Edge, Latest Internet Explorer, Firefox, or Chrome)
  • Apple Mac OS 10.9+ (*Latest Firefox, Safari, or Chrome)
  • Ubuntu Linux (Firefox only)
  • Android 4.x (Chrome Browser Only)
  • Apple iOs (*Latest version, Safari Browser Only)

* Official support for the "latest" version of a newly released browser, among those noted above, will be added within 8 weeks of public release. Until then, the previous version will continue to be supported instead.

If you are using an unsupported version of a Windows, Mac, or Linux operating system, you may experience difficulty in viewing and/or listening to the event.

Test Your Computer

The audio portion of this AMA web event will be delivered directly through your computer’s speakers or attached headphones. To fully participate in this electronic, interactive, live session, please test your system and review the requirements (or ask your IT department) before the program begins:


Additional Requirements:

  • Minimum bandwidth requirement is 512 kbps for meeting attendees
  • In order to access the event, your computer must have cookies and JavaScript enabled. If your operating system currently does not have cookies or JavaScript enabled, contact your network administrator.
  • POP-UP Blockers must be turned off to access the program.

Still need Help? Additional technical information can be found here. You can also view these tips in Spanish and French.

Important tip - Please allow 15 minutes prior to joining a session to conduct your set-up and testing!