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For Customer Experience Professionals

The State Of Customer Experience Management, 2013

March 22, 2013

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Why Read This Report

Customer experience management (CEM) is top of mind for many companies as they kick off 2013. This report sheds light on the current state of CEM, using data we collected from our Customer Experience Peer Research Panel. Customer experience professionals can use this data to determine whether they need to play CEM catch-up and to justify requests for more funding, resources, and support from senior leadership.

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Table of Contents

  • Firms Aren't Doing What It Takes To Succeed At Customer Experience
  • Even As Most Firms Dawdle, Those Committed To CEM Charge Ahead
  • RECOMMENDATIONS

  • Accelerate CEM Efforts With A Real Sense Of Urgency
  • Supplemental Material
  • Related Research Documents