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Forrester Research Opens "XC" Awards Nominations For Best Cross-Channel Experience

Winners To Be Announced At Forrester's Consumer Forum 2004 On September 21, 2004

Cambridge, Mass., July 21, 2004 - Forrester Research, Inc. (Nasdaq: FORR) is now accepting nominations for the second annual "XC" Awards, which recognize firms that provide extraordinary customer experiences that span multiple interaction channels like the Web, IVR, kiosks, call centers, and retail outlets. Winners of the "XC" Awards will be announced at Forrester's Consumer Forum on September 21, 2004.
WHEN: Nominations are being accepted now through Friday, August 20, 2004.

WHERE: Firms with 2003 revenues of at least $500 million are encouraged to fill out a nomination form at: www.forrester.com/Marketing/Campaign/2/1,6538,339,00.html

HOW: Forrester's Customer Experience research team, which has evaluated the customer experiences delivered by hundreds of companies, will evaluate the nominations along three dimensions:

* Customer experience impact -- how the firm understood the customer's needs and then designed the experience across multiple channels.
* Business results -- metrics that demonstrate the financial benefits of the cross-channel efforts.
* Scope of effort -- the number of different channels and organizations that were included in the effort.

For more information about the awards, please email Forrester at mamato@forrester.com. Details on last year's award winners can be found at: http://www.forrester.com/ER/Press/Release/0,1769,840,00.html. For complete information on the Consumer Forum, Delivering Breakthrough Multichannel Customer Experiences, contact Forrester Events at +1 888/343-6786 or visit http://www.forrester.com/Events/Overview/0,5158,671,00.html.

Forrester is an independent technology research company that provides pragmatic and forward-thinking advice about technology's impact on business. Business, marketing, and IT professionals worldwide collaborate with Forrester to align their technology investments with their business goals. Forrester offers products and services in four major areas: Research, Data, Consulting, and Community. Established in 1983, Forrester is headquartered in Cambridge, Mass. For additional information, visit www.forrester.com.

Contact:

Kristen Wilson
PR Manager
Forrester Research, Inc.
617/613-6205
kwilson@forrester.com

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