Customer Experience Thrives With Executive Leadership

April 24th, 2008

Bruce Temkin

With contributors:

Olga Melnikova , Steven Geller

Summary

In our Q4 2007 Customer Experience Peer Research Panel survey, we found that 45% of the firms had a senior executive in charge of improving customer experience across products and channels. To find out what type of an effect these execs had on their companies' customer experience efforts, we compared their responses to those of firms without these types of executives. Firms with these leaders view customer experience as more important, have more enterprisewide customer experience efforts, report having fewer obstacles, do more primary customer research, and score better in all three areas of the Experience-Based Differentiation (EBD) self-test.

Want to read the full report?

This report is available for individual purchase ($1495).

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.