For Customer Experience Professionals

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	September 12, 2007 Topic Overview: Customer Experience by Harley Manning with Bruce D. Temkin, Kerry Bodine, Moira Dorsey, Steven Geller	Average: 6  (6 ratings)

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Executive Summary

Forrester's customer experience research helps customer experience professionals and interactive marketing professionals compete effectively in a world where empowered consumers are getting harder than ever to win and keep. Our research spans multiple channels like Web sites, IVR systems, phone agents, email communications, kiosks, and packaging. We look across a variety of industries from both a business-to-business and business-to-consumer perspective, including financial services, healthcare, manufacturing, retail, and travel. Key topic areas include benchmarking customer experience, building the business case for change, and transforming organization, culture, and process.

TABLE OF CONTENTS

• Why Customer Experience Matters
• Forrester's Take On Customer Experience
• Best Practices
• Related Topics
• Upcoming Research
• For More Information
• Related Research Documents

This is an excerpt