December 27, 2004

Who's In Charge Of Customer Experience?

Survey Of NA Firms Identifies Which Organizations Own Customer Experience

This is the first document in the "State Of Customer Experience, 2005" series

by Bruce D. Temkin

with Bob Chatham, Michelle Amato

Executive Summary (This is a document excerpt)

Forrester interviewed execs from 176 large NA companies about their customer experience practices. Nearly one-quarter of respondents have a single exec in charge of customer experience — with services firms reporting the most, and retailers and wholesalers reporting the least. Marketing and customer service organizations are most often responsible for many key customer experience interactions.

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