For Customer Experience Professionals

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	January 24, 2005 Customer Experience Spending Expands Survey Of North American Firms Identifies Plans For 2005 by Bruce D. Temkin with Moira Dorsey, Elizabeth Backer

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Executive Summary

Forrester surveyed execs from 176 large North American firms about their customer experience plans. Customer satisfaction surveys were the most popular activity, while design personas drew high expectations from a much smaller audience. Web analytics took the top spot for spending increases.

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