"Recession-proof" your business through customer-centered design: their experience IS your business

Your website is often people's first (and sometimes only) interaction with you. Jay and Kath will explain why: *designing the customer experience is mission-critical and can't be adequately addressed on a project-by-project basis *your competitors are taking notice and increasing online spending: the majority of companies are investing more on Web analytics, usability, and behavioral research than they did last year (source: Forrester) emerging metrics for online brand and persuasion are providing new insights into the customer lifecycle