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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

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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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  • 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
  • RECOMMENDATIONS

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

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