For Customer Experience Professionals

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	January 10, 2005 Customers Will Get More Attention In 2005 Survey Of NA Firms Identifies Customer Experience Priorities by Bruce D. Temkin with Bob Chatham, Elizabeth Backer

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Executive Summary

Forrester interviewed execs from 176 large North American companies about their customer experience practices. Most respondents expect customer-facing efforts to increase in importance in 2005. While many firms view growth as the top priority, utilities and telecom firms plan to focus more on cost cutting. In their quests to improve customer experience, respondents view the lack of organizational alignment as the most significant obstacle.

This is an excerpt

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