FIR Live #19: Empowered employees, empowered customers

Join hosts Neville Hobson and Shel Holtz for a discussion with Forrester analysts Josh Bernoff and Ted Schadler, co-authors of the new book, "Empowered." The book, a follow-up to Benoff and Charlene Li's bestseller, "Groundswell," explores how companies use technology to solve customer problems. It focuses of HEROes, highly empowered and resourceful employees whose experiments and innovations on customers' behalf result in extraordinary customer service. That surprising level of customer service, the co-authors argue, is the new way to market, generating repeat business and attracting new customers. During the hour-long show, you'll be able to call in with your own questions or comments, or participate in the chat room. The show is scheduled for 1 p.m. (Eastern time) on Saturday, October 9.