The State Of Customer Experience, 2012

April 24th, 2012

Megan Burns

With contributor:

Jennifer Peterson

Summary

Because customer experience is a fairly new business discipline, many customer experience professionals aren't sure what to focus on, how to structure their programs, or how the challenges they face compare with what others are dealing with. This report is designed to give customer experience pros a landscape of the practice against which to compare their own efforts in and discover how to build an experience-driven organization. If that comparison shows gaps, the data can also help practitioners make the case for added investment to keep up with what others in the marketplace are doing.

Want to read the full report?

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.