April 3, 2008
Obstacles To Customer Experience Success, Europe 2008
European Firms Need More Customer Experience Management Discipline
This is the third document in "The State Of Customer Experience In 2008" series.
by Tim van Tongeren
with Bruce D. Temkin, Craig Menzies, Angela Beckers
Executive Summary (This is a document excerpt)
Our survey of customer experience decision-makers in Europe shows that customer experience will play a very important role in European firms' competitiveness in 2008. Few respondents, however, believe that their firms rely on a disciplined approach to customer experience management and many haven't even started a corporatewide effort. Why this disconnect? Often it's because firms lack a clear customer experience strategy. Big firms struggle the most with a lack of internal collaboration. 2008 is a great year for European firms to start drafting a path to Experience-Based Differentiation (EBD).
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Forrester interviewed customer experience professionals at 101 European firms with annual revenues of $100 million or more that are part of our Customer Experience Peer Research Panel. Related Research Documents
February 7, 2008
January 2, 2007
March 31, 2006 |
Customer Experience Plays A Key Role In Firms' Strategies
European Firms Miss Customer Experience DisciplineFind Documents In Related CategoriesThis document falls under the following categories. Click on a link below to find similar documents.
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Original air date: Monday, December 17, 2007
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