For Customer Experience Professionals

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	February 20, 2009 Obstacles To Customer Experience Success, 2009 Customer Experience Continues Ahead Despite The Recession by Bruce D. Temkin with William Chu, Steven Geller, Angela Beckers	Average: 9  (2 ratings)

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Executive Summary

In a survey of 90 customer experience decision-makers from large North American firms, 89% said that customer experience would be either very important or critical to their 2009 efforts. The two major obstacles identified by these firms are the lack of cooperation across organizations and limited budgets. How will these firms respond to the economic downturn? By focusing more on customer experience and cutting budgets more aggressively in other areas besides customer experience.

TABLE OF CONTENTS

• Customer Experience Remains Critical

RECOMMENDATIONS

• Keep Your Eye On Customer Experience
• Supplemental Material
• Related Research Documents

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