January 24, 2005
Customer Experience Spending Expands
Survey Of North American Firms Identifies Plans For 2005
This is the fourth document in the "State Of Customer Experience, 2005" series.
with Moira Dorsey, Elizabeth Backer
Executive Summary (This is a document excerpt)
Forrester surveyed execs from 176 large North American firms about their customer experience plans. Customer satisfaction surveys were the most popular activity, while design personas drew high expectations from a much smaller audience. Web analytics took the top spot for spending increases.
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Original air date: Friday, October 16, 2009
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