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For Customer Experience Professionals

Obstacles To Customer Experience Success, Europe 2008

European Firms Need More Customer Experience Management Discipline

April 03, 2008

By Tim van Tongeren with Craig Menzies, Bruce Temkin, Angela Beckers

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Why Read This Report

Our survey of customer experience decision-makers in Europe shows that customer experience will play a very important role in European firms' competitiveness in 2008. Few respondents, however, believe that their firms rely on a disciplined approach to customer experience management and many haven't even started a corporatewide effort. Why this disconnect? Often it's because firms lack a clear customer experience strategy. Big firms struggle the most with a lack of internal collaboration. 2008 is a great year for European firms to start drafting a path to Experience-Based Differentiation (EBD).
Tags: Customer Experience Management
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TABLE OF CONTENTS

  • Customer Experience Plays A Key Role In Firms' Strategies
  • Experience-Based Differentiation Is Still In Its Infancy In Europe

  • RECOMMENDATIONS

    2008: The Year To Put Discipline In Customer Experience Management
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