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For Customer Experience Professionals

The State Of Customer Experience, 2012

April 24, 2012

Primary author headshot


  • By Megan Burns
  • with Jennifer Peterson

Why Read This Report

Because customer experience is a fairly new business discipline, many customer experience professionals aren't sure what to focus on, how to structure their programs, or how the challenges they face compare with what others are dealing with. This report is designed to give customer experience pros a landscape of the practice against which to compare their own efforts in and discover how to build an experience-driven organization. If that comparison shows gaps, the data can also help practitioners make the case for added investment to keep up with what others in the marketplace are doing.

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Table of Contents

  • Many Firms Are Betting The Future On Customer Experience
  • Companies Lack Needed Levels Of Customer Experience Maturity
  • Change Agents Are Working With Limited Resources

  • Match Your Customer Experience Program To Your Business Needs
  • Supplemental Material
  • Related Research Documents