(Length: 11 pages)
March 15, 2005
The Customer Experience Value Chain
An Enterprisewide Approach For Meeting Customer Needs
with Bob Chatham, Michelle Amato
Executive Summary (This is a document excerpt)
Forrester's evaluations confirm what companies already know — they deliver subpar experiences to customers. But it's not for lack of trying. Companies say that improving customer experience is a critical objective. Our research uncovered a pattern in the customer experience best practices that we found. Forrester calls this underlying commonality the Customer Experience Value Chain — an approach in which organizational culture supports the experience design process.
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TABLE OF CONTENTS |
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recommendations
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Forrester interviewed 25 vendor and user companies, including: Accenture, British Telecom, frog design, IBM Global Services, JetBlue Airways, and Starwood Hotels & Resorts. Related Research Documents
January 10, 2005, Trends
January 7, 2005, Trends
July 19, 2004, Forrester Big Idea |
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