The State Of Customer Experience, 2011
Companies Have Lofty Goals But Aren't Doing What It Takes To Reach Them
February 17, 2011
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.
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Tools And Templates
Best Practice Assessments
- 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
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