For Customer Experience Professionals

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	December 7, 2006 Five Disruptive Customer Experience Strategies Customer Experience Status Quo Is At Risk by Bruce D. Temkin with Harley Manning, Caroline L. Carney	Average: 9  (7 ratings)

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Executive Summary

Forrester's research uncovered five distinct customer experience strategies that companies use to disrupt an industry: ultrasimplification, online infusion, service infusion, service amplification, and value repositioning. While these strategies may not make sense for all firms or all industries, every company should expect at least one of these approaches to challenge the status quo in their industry.

TABLE OF CONTENTS

• Five Strategies For Upsetting The Customer Experience Status Quo

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