Don't Fix Customer Experience Problems, Prevent Them

November 30th, 2012

Megan Burns

With contributors:

Harley Manning , Allison Stone , Carla O'Connor

Summary

In a recent survey of customer experience professionals, 86% said that their executives hope to differentiate in the marketplace on the basis of their customer experience. Unfortunately, most companies are ill-equipped to reach that goal because they lack the skills and processes needed to manage customer experience in a disciplined way. This report helps customer experience professionals discover what it takes to perform disciplined customer experience management and provides the vision and tactical recommendations for building the requisite organizational capabilities.

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