Why Read This
While consumer technology adoption was the impetus for many customer experience efforts in 2011, an increasingly competitive industry landscape, the ever-increasing power of consumers, and a slippery economy will be the major drivers of strategic initiatives in 2012. In attempts to pull away from competitors, executives will embark on customer experience programs that reach into every corner of their organizations. This will involve rethinking the very nature of customer interactions and finding external partners to guide them through the transformation. This report outlines the changes customer experience professionals can expect in 2012 and offers advice for how to chart a course for customer experience differentiation over the upcoming year.