Predictions Report

2012 Customer Experience Predictions

What Customer Experience Professionals Need To Know About The Year Ahead

January 6th, 2012
With contributors:
Ron Rogowski , Allison Stone

Summary

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.

Want to read the full report?

This report is available for individual purchase ($795).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.