Save or Share this Report

For Customer Experience Professionals

The State Of Customer Experience, 2011

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

February 17, 2011

Primary author headshot


Why Read This Report

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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Tools And Templates

Best Practice Assessments

best practices icon
  • The Shape Of Customer Experience Programs In 2011

Table of Contents

  • Customer Experience Outlook, 2011: Battle For Differentiation
  • Most Companies Will Show Up Ill-Prepared For The Fight
  • A Central Customer Experience Team And An Exec In Charge Reduce Obstacles

  • Give Your Customer Experience Efforts A Fighting Chance
  • Supplemental Material
  • Related Research Documents