Forrester

Why Read This Report

This report is an update to "Innovative Customer Experience Strategies" originally published on August 22, 2011. It outlines the strategic plan for customer experience professionals planning to transform their company into an experience-driven organization. As the nature of competition changes in the age of the customer, some companies find ways to compete successfully based on innovative customer experience strategies that guide the delivery of differentiated value propositions. Forrester uncovered nine such strategies that align with Michael Porter's three generic company strategies. They illustrate some of the many ways firms orchestrate activities to amplify their competitive positions as cost leaders, differentiators, or segmentors.