|
(Length: 5 pages)
February 3, 2006 Customer Experience Spending Booms In 2006Survey Of Customer Experience Panelists Reveals Plans For This Yearby Nate L. Root with Moira Dorsey, Caroline L. Carney Executive Summary (This is a document excerpt)In Q4 2005, we surveyed Forrester's Customer Experience Peer Research Panel (PRP) about their spending plans for 2006. The overall trend: Panelists want to shift more customers to self-service channels — and they've found that improving usability is the most effective way to accomplish that goal. To support these efforts, firms will generally maintain or increase the amount they spend on customer experience improvement in 2006, with the biggest boosts accruing to tools and trades that help companies better understand their customers' behavior. Buy Risk-FreeDownload and print PDF immediately. Price: US $749 Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase. Already a Forrester Client?
|
|
||||||||||||||||
|
| |||||||||||||||||