Trends Report

The State Of Customer Experience, 2011

Companies Have Lofty Goals But Aren't Doing What It Takes To Reach Them

February 17th, 2011
Megan Burns, null
Megan Burns
With contributors:
Harley Manning , Jennifer Peterson

Summary

To assess the state of customer experience in 2011, Forrester surveyed 118 customer experience professionals around the globe. More than two-thirds said that their firms aim to differentiate based on customer experience. But most companies are ill-prepared to compete on that basis. Not even half have a companywide program to improve customer experience across channels, and only 30% have a dedicated budget to fund those efforts. However, there is hope. We found that having a centralized customer experience team and appointing a single executive to be in charge of customer experience helps knock down barriers to success.

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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.