(Length: 3 pages)

November 12, 2003

Phones Rule The Ownerless Customer Experience

by Bruce D. Temkin

with Bob Chatham, Nicole Belanger


Executive Summary (This is a document excerpt)

This is the first brief in the "State Of Customer Experience" series. For most of our respondents, there's no one individual responsible for overall customer experience, and phone interactions get top marks.

 
Figures & Data
  • Figure 1.  Who's Responsible For The Customer Experience
  • Figure 2.  Firms Rate The Interaction Channels They Use
   

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Analyst: Bruce D. Temkin
Technology: Customer Experience
Geography: Asia Pacific, Europe, North America

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