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Forrester surveyed Customer Experience professionals in Q4 2008 about a number of topics including their obstacles to improving customer experience and their firms' reactions to the recession. We examine their responses from that survey and recent consumer surveys and overall customer experience trends to discuss the outlook for customer experience in 2009.
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Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index for 113
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