(Length: 14 pages)
December 7, 2006
Five Disruptive Customer Experience Strategies
Customer Experience Status Quo Is At Risk
with Harley Manning, Caroline L. Carney
Executive Summary (This is a document excerpt)
Forrester's research uncovered five distinct customer experience strategies that companies use to disrupt an industry: ultrasimplification, online infusion, service infusion, service amplification, and value repositioning. While these strategies may not make sense for all firms or all industries, every company should expect at least one of these approaches to challenge the status quo in their industry.
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recommendations
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Forrester interviewed more than 20 vendor and user firms about customer experience strategy. Related Research Documents
November 2, 2006, Trends
July 7, 2006, Trends |
Five Strategies For Upsetting The Customer Experience Status Quo
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